Deliver on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities
Grow MSI’s role in providing additional services for the customer
Responsible for the health and performance of the Integrated Call Control call handling solution.
Provide advanced technical support of Public Safety software solution in a fast-paced environment.
Escalation point for complex trouble tickets.
Strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications and diagnosing complex system architectures.
Capable of installing server hardware/OS, troubleshooting system infrastructure and application architecture
Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer
Manage and lead our relationship with the local service partner
Manage and lead our relationship with the customer
Ensure that customer satisfaction goals are met both internally and with the customer
Procure and coordinate any internally resources that may be needed
Insure compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management as applicable
Manage Emergency Service efforts and escalation procedures

Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
3+ years of customer support experience
3+ years of IT support experience
Strong written and oral communication skills. (Fluent in English, oral and written)
Strong teamwork, interpersonal communication, and problem-solving skills.
Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
Working knowledge of Analog and Digital Telephony
Microsoft MCSE or equivalent experience
Cisco CCNA certifications or related experience
In depth installation, configuration and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operation Systems
Experience with Windows Domain architecture/ integration / Active Directory
Experience in providing Linux/UNIX technical support to customers
Experience with troubleshooting various server/desktop hardware related issues
Experience with Servers (Dell and HP)
Experience troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration

System Manager – Integrated Call Control

Key skills