Network Administrator II

Job Description: The Genetec Video System Manager (Administrator) will support a massive 7000+ camera system for the Chicago Housing Authority (CHA). The System Manager acts as a single point of contact for the customer to client. The System Manager will manage a program providing a suite of monitoring, maintenance, and update services. This role manages a team of technical resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment. The ultimate goal is to achieve a 96% overall camera uptime, as an aggregate across the system, supporting the camera infrastructure program for the period of February 1, 2027 through July 31, 2029., * Act as the single point of contact for the CHA Camera Infrastructure Program.

• Manage a team of Technical Resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment.
• Oversee Service Delivery Management, Availability and Service Metrics, and Performance Management.
• Conduct Quarterly Operational Reviews with Key CHA Stakeholders and MSI.
• Coordinate Network Event Monitoring, Dispatch Services, Incident Notifications and Case Management.
• Ensure effective execution of field service with onsite support services, fixed equipment hardware repair, and software maintenance and support.
• Manage Onsite Support, Change Management, Technical Support, and Warranty Support for the CHA program.
• Ensure compliance with Service Level Agreements and manage a web-based platform that provides CHA with incident access and resolution using Service NOW.
• Maintain a goal of providing 96% overall camera uptime, as an aggregate across the system, calculated as an aggregate 30-day rolling cycle.
• Collaborate on the Customer Support Plan (CSP) detailing contact information, notification procedures, escalation procedures, and Site IDs for equipment locations.
• Genetec Camera Management and over sight
• Genetec Federation Management for CHA to other Chicago agencies

• Education: Bachelor’s Degree in related IT field, * Experience with Video Management Systems
• Experience working with fixed and wireless network equipment.
• Experience with network video equipment.
• Proven track record maintaining large-scale environments (multi-server federated architectures, multi-terabyte or petabyte archiver pools, and high-throughput streaming).
• Thorough understanding of IP multicast and unicast protocols, RTSP, RTCP, MTU optimization, QoS prioritization, VLAN tagging, subnetting, routing, and bandwidth throttling across local and wide-area networks.
• Experience negotiating and enforcing Service Level Agreements (SLAs), managing warranty repair pipelines (RMA), and overseeing preventative maintenance contracts.
• Experience utilizing enterprise ticketing systems (e.g., ServiceNow, Jira) to track mean time to resolution (MTTR), document root cause analyses (RCA), and maintain formal change-management controls.
• Hands-on knowledge of SAN, NAS, DAS, and RAID architectures engineered for high-write video surveillance throughput.
• Experience troubleshooting in a technology field.
• Experience with current corporate communication technology (Email, spreadsheet, word processors, presentation tools).
• Ability to translate complex technical issues and uptime metrics into clear executive reports for non-technical stakeholders and client leadership.

Preferred Competencies

• Excellent communication skills both written and verbal.
• Ability to handle multiple tasks and prioritize them accordingly to meet deadlines.
• Ability to troubleshoot complicated issues and document solutions.
• Create reference documentation for process when relevant.
• Attention to detail.
• Work effectively with little supervision individually or as a member of a team.
• Worked with tools used in the telecommunications field.

Key Contributions (First 90-120 Days)

• Work independently on basic technical tasks
• Assist with Genetec upgrades across core networks and remote properties
• Receive, manage, and respond directly to customer requests

Must-Have Qualifications

• Network experience
• Network/IP camera experience
• Direct customer-facing experience
• Experience working within a ticketing system (ServiceNow or similar platform)

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