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.

Requirements

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.

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
and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Video Management SystemscamerasserversIP networkingTCP/IPUDPMulticastingoperating systemsnetworking hardwarecase management

Soft Skills

customer journey managementgrace under pressuredocumentationtask balancingcreative solutionsinterpersonal skillstechnical translationindependent workcross-functional collaborationurgency management

Certifications

CompTIA A+CCNAMCSA