System Manager – Integrated Call Control
Job in
Bethesda, Montgomery County, Maryland, 20811, USA
Listed on 2026-07-14
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-14
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, Network Administrator
Job Description & How to Apply Below
Responsibilities
- 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
- Ensure 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
- desktop support
- networking
- router configuration
- switch configuration
- telephony hardware
- Public Safety software
- server hardware installation
- Windows Server 2008
- Windows Server 2012
- Active Directory
- customer support
- communication skills
- teamwork
- interpersonal communication
- problem-solving
- stress management
- troubleshooting
- customer satisfaction
- relationship management
- leadership
- Bachelor's degree in Computer Science
- Microsoft MCSE
- Cisco CCNA
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