At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewThe Software Enterprise Onsite Support team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 911 Emergency Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.
Job Description
This role is responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and growing MSI’s role in providing additional services for the customer. The System Manager responsibilities include but are not limited to:
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 meet both internally and with the customer
Procure and coordinate any internally resources that maybe needed
Ensures compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management as applicable
Manage Emergency Service efforts and escalation procedures
Preferred Qualifications:
Associates degree in Computer Science (or related degree ) or equivalent work experience preferred.
At least 4+ years of work experience in resolving customer technical issues
Microsoft MCSE or equivalent experience
Cisco CCNA/CCNP certifications or related experience
In-depth installation, configuration, and troubleshooting experience for Windows Server 2019, 2016, 2012, Windows 7/10 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 troubleshooting LAN/WAN
Experience troubleshooting 3rd party application integration
Excellent interpersonal skills
Fluent in English, oral and written
Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support
Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with customers and Motorola management
Desired Qualifications:
Strong knowledge of VESTA 9-1-1 Applications
Strong networking skills
Experience with VMware virtualization suites
Experience with Computer Telephony Integration (CTI) Applications
Experience with database related technology and administration (SQL Server)
Experience with Servers (Dell and HP)
Experience with firewalls and security related applications
Experience with GIS applications
Experience with VOIP applications
Experience with PBX and PSAP communication systems
This is hybrid on-site/remote position and the selected candidate must reside in the State of Ohio preferably within a hours drive of Cuyahoga County
***The selected candidate must reside in the State of Minnesota in the Twin Cities area ***
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Target Base Salary Range: $80,000- $90,000
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
Basic Requirements
Required Skills:
High School diploma, Associates degree in Computer Science, or Technology, or 4+ years of work experience in resolving customer technical issues required.
Must be able to obtain a background clearance as required by ourgovernment customers.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
#LI-JM3
#LI-REMOTE
Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
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!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.