[Hiring] Client Support Center Administrator Technician @Mobile Communications America Inc

Role Description

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.

WHAT YOU WILL BE DOING:

• Primary Role: Remote Inspection Technician
  • 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.
• Secondary Role: Relief for CSC Administrator and Support Team
  • 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.

Qualifications

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

Requirements

• The physical environment requires the employee to work inside.
• While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

Travel Requirements

• Travel as necessary to support company and customer needs.

Direct Reports

• No Direct Reports

Company Description

Mobile Communications America, Inc. (MCA) provides wireless communication, data and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks.

Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

What We Believe

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service isn’t just a motto for MCA, and it’s an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.