TECHNICAL SUPPORT MANAGER, N. Chelmsford, MA
Reports To:
President of CourtSmart
Job Description:
The Technical Support Manager is responsible for providing the day-to-day management of the technical support staff to insure quality and timely support of customer requests and rapid and successful deployment of CourtSmart to customer location(s). This position encompasses systems installation and integration, project management, training and customer support responsibilities.
This is mostly an in-house position, with telephone support covering the continental United States, Canada, Bermuda and Europe working with various courts (all levels), police agencies and legislative bodies. Some travel is required as is the ability to pass intensive background checks through the FBI, GSA, Interpol and other agencies as needed. Possession of a valid passport is required.
Job Duties:
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Supervise a team of 9-12 IT technicians.
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Manage Support including phone, remote, and onsite support.
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Escalate and communicate customer requests for software changes and technical issues found in the application to CourtSmart Management Team.
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Responsible for documenting installations for the customer and other technicians.
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Test new software releases (post QA) in real-world environments.
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Research technologies and products that benefit CourtSmart and support our business strategies.
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Develop technical notes, FAQ’s, knowledge-base and other technical information for CourtSmart products.
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Ability to manage cross-functional team processes including development, technical support, installations, and office administration.
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Develop procedures and processes for support operations.
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Negotiate with vendors for best possible price points.
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Continuous evaluation of customer needs and projection of support thereof.
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Formally evaluate staff on a annual basis.
- Other duties that may be assigned by the President, including meetings and training.
Minimum Experience Requirements:
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3+ years in a role with customer support and management responsibilities.
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Strong project management skills.
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Strong networking knowledge.
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Knowledge of protocols: SMTP, DNS, FTP, TCP/IP.
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Experience with SQL administration and disaster recovery.
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Proven attention to details and follow-up.
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Technically proficient with Microsoft Windows server and workstation products, SQL, Networking.
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Strong written and verbal communication skills.
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Strong diagnostic and troubleshooting skills.
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Some knowledge of audio/video signal flow a plus.
- Ability to show good judgment.
Minimum Educational Requirements:
Bachelor’s degree or equivalent is required to fill management and business needs.
Personal Characteristics:
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Passion to proactively seek ways to make our customers happy.
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Entrepreneurship, sense of urgency: The successful candidate will possess a high energy level which allows them to react to situations quickly and decisively, possessing self-confidence.
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Indomitable work ethic: The successful candidate will reject setbacks and will enthusiastically persist until any problems are resolved. The candidate will be resourceful and innovative in tackling complex technical issues.
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Image and presence: The successful candidate will have significant exposure to the customers and industry partners alike and must project the professional image of the Company, both internally and externally.
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Creativity: The successful candidate can think outside the box to solve problems.
- Accountability: The successful candidate should be a results oriented team player who leads by example, holds themselves accountable for performance and takes absolute ownership of issues and champions all aspects of installation and support.
For Consideration:
Forward your resume to jobs@courtsmart.com with “Technical Support Manager, N. Chelmsford, MA” in the subject line or fax to 978.251.4488. Only qualified candidates will be contacted for an interview.
Company Background:
CourtSmart Digital Systems, Inc is an Inc. 500 high-tech corporation filling a unique end-user need. We engineer and install digital recording systems that utilize state-of-the-art recording technology to capture audio and video proceedings in courtrooms, law enforcement, and other government venues. Our proprietary systems are Windows based utilizing ODBC compliant databases. All of our products are networked using Microsoft and Novell protocols. These unique systems are installed throughout the United States and internationally. As the technology leader in this field, we are the gold standard in our industry and we are seeking top technicians to help us grow. CourtSmart is an equal opportunity employer.
If you desire to build a career with a leading edge technology provider, we offer an exciting future!