System Manager
About The Position
This role is responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and growing MSI’s role in providing additional services for the customer. The System Manager responsibilities include but are not limited to: 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 meet both internally and with the customer Procure and coordinate any internally resources that maybe needed Ensures compliance with response/restoration time commitment Remotely diagnose system failure and facilitate call management as applicable Manage Emergency Service efforts and escalation procedures
Requirements
- High School diploma, Associates degree in Computer Science, or Technology, or 4+ years of work experience in resolving customer technical issues required.
- Must be able to obtain a background clearance as required by ourgovernment customers.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Nice To Haves
- Associates degree in Computer Science (or related degree ) or equivalent work experience preferred.
- At least 4+ years of work experience in resolving customer technical issues
- Microsoft MCSE or equivalent experience
- Cisco CCNA/CCNP certifications or related experience
- In-depth installation, configuration, and troubleshooting experience for Windows Server 2019, 2016, 2012, Windows 7/10 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 troubleshooting LAN/WAN
- Experience troubleshooting 3rd party application integration
- Excellent interpersonal skills
- Fluent in English, oral and written
- Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support
- Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with customers and Motorola management
- Strong knowledge of VESTA 9-1-1 Applications
- Strong networking skills
- Experience with VMware virtualization suites
- Experience with Computer Telephony Integration (CTI) Applications
- Experience with database related technology and administration (SQL Server)
- Experience with Servers (Dell and HP)
- Experience with firewalls and security related applications
- Experience with GIS applications
- Experience with VOIP applications
- Experience with PBX and PSAP communication systems
Responsibilities
- 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 meet both internally and with the customer
- Procure and coordinate any internally resources that maybe needed
- Ensures compliance with response/restoration time commitment
- Remotely diagnose system failure and facilitate call management as applicable
- Manage Emergency Service efforts and escalation procedures
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
