Full-Time Technical Support Analyst

• Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks
• Research, collaborate, and troubleshoot MSI products over the phone and digital mediums
• Think outside of the box and come up with creative solutions
• Lead with empathy, take complete ownership, and show urgency when resolving technical issues
• Document software, hardware, and network information in a case management system
• Provide an exceptional customer experience while handling incoming calls, emails, chats, and escalations
• Prioritize tasks including inbound calls, existing case management, live chats, and email requests
• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation

• 0-2 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset OR 4-5 years of relevant experience, with additional prior vocational or technical education considered an asset
• Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ are beneficial
• Prior contact center experience in a technical support environment is considered an asset
• Experience working in environments using the KCS Methodology is considered an asset

• Strong problem solving, organizational, and analytical skills
• Well-developed interpersonal communication (written and oral) skills
• Ability to multitask and prioritize based on business needs
• Self-starter who can work independently and collaborate effectively
• Agile, resourceful learner with strong attention to detail
• Demonstrates a continuous learning mindset
• Must be able to obtain background clearance as required by government customer
• Must be a U.S. citizen with the ability to obtain necessary security clearance
• Legal authorization to work in the U.S. indefinitely is required

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