Provide exceptional support via phone, chat, and email by researching and resolving complex issues related to Video Management Systems, cameras, servers, and IP networking.
Take full responsibility for the customer journey, managing urgency and expectations while maintaining "grace under pressure" during critical technical escalations.
Concisely document hardware, software, and network configurations within the case management system to ensure internal alignment and historical accuracy.
Balance competing tasks—including live inbound requests and existing case management—to meet business needs and service level agreements.
Maintain a deep understanding of evolving MSI Video products and networking protocols (TCP/IP, UDP, Multicasting) to keep pace with rapid innovation.
Work independently and alongside team members to develop creative solutions, utilizing KCS methodology and cross-functional collaboration.

2+ years in IT with a relevant degree/diploma, or 4–5 years of equivalent professional experience.
Proficiency in installing and configuring various operating systems and networking hardware; certifications like CompTIA A+, CCNA, or MCSA are highly valued.
Strong interpersonal skills with the ability to translate complex technical concepts for users of all skill levels.
Must be able to obtain background clearance as required by government customer.
Legal authorization to work in the U.S. indefinitely is required.

Technical Support Analyst

Key skills