Client Support Center (CSC) Administrator Technician (Remote)

Mobile Communications America Inc•Austin, TX

11d•Remote

About The Position

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Remote CSC Administrator Technician in the Austin, TX location to support our fast-growing Security division. MCA is building a team of people who share our values of service first, growth, teamwork, and safety. We take our work and customers seriously and believe our best work can be fun. When you join our team, you join the MCA family! We offer competitive compensation and comprehensive benefits, including Medical, Dental, Vision, 401K, Paid Time Off (PTO), Holiday Pay, Education and Certification Incentives and much more.

Requirements

2+ years of related technical experience in similar roles ora commensuratecombination of education and experience.
Ability to pass mandatory drug tests.
Ability to obtain a private security license.

Responsibilities

Perform Remote System Inspections of our customers’ security systems in accordance with their Service Level Agreement Contract and security protocols. This will include, but is not limited to, Servers and supported Workstations: Windows updates, BIOS updates, Network Card Updates, iDrac Updates (if applicable), Raid/Perc Card Updates (if applicable); Cameras, switches, UPSs, routers, access nodes: firmware updates and credential management; Video or Access Control Software: Software Updates, Software Upgrades, System Database backups, running camera retention reports.
Communicate any downtime during this process with customers prior to work performed.
Communicating with the Client Support Center (CSC) any issues discovered during the inspection that may require additional troubleshooting.
Coordination with the local onsite service department if a technician will be needed prior to, during, or post inspection.
Filling out an Inspection Report to be sent to the customer.
Responding to client and internal service requests requiring advanced technical skills via email, telephone, or system-generated alerts.
Troubleshooting servers, workstations, networks, and databases related to systems supported by our security solutions, including intrusion, access control, video, intercom, fire, and integration.
Communicating with customers, vendors, subcontractors, and internal operations teams.
Managing client and internal help desk calls and emails related to service and support of systems and technologies.
Monitoring and managing System Health alerts, creating service tickets, troubleshooting the root cause and initiating remediation efforts or providing action plans for our onsite service teams, as well as communicating with the client and documenting accurate notes on work performed.
Coordinating with local support resources as necessary to resolve client issues.
Providing technical support to field personnel during installation or service activities, as requested.
Assisting with the development of and enhancement of support capabilities.
Maintaining appropriate documentation and information on company systems to allow other personnel to find and retrieve information easily.
Maintaining strict confidentiality of sensitive, confidential, or protected client and company information.
Attending meetings with clients and the department.