Job Details

Company Overview

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. Our critical communications, video security, and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, schools, hospitals, and businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The Video and Software Services (VSS) Field Support organization is dedicated to supporting our public safety agencies worldwide. We are committed to providing exceptional services for our customers who utilize MSI products, allowing them to focus on their mission and respond more swiftly. Our field teams specialize in providing services and administration of various public safety software products, including 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems, and Mobile Data Computing, among others.

Job Description

The ideal candidate must reside in Idaho

This position is a System Manager role within the VSS Field Services Emergency Call Handling Support Team. You will be expected to travel to customer sites within Idaho to provide advanced technical support for Public Safety software solutions in a dynamic environment. As an escalation point for complex trouble tickets, your expertise will be crucial. Candidates should possess strong knowledge in desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, telco knowledge, supporting software applications, and diagnosing complex system architectures. You will need to demonstrate your diligence in researching, troubleshooting, and resolving various technical issues.

The System Manager responsibilities include but are not limited to:

• Traveling throughout Idaho upon dispatch from MSI technical support.
• Conducting regular visits to customer sites for scheduled preventative maintenance.
• Leading day-to-day activities to meet MSI's contractual commitments as outlined in the Maintenance Agreement with customers.
• Managing and nurturing relationships with customers to ensure satisfaction.
• Procurement and coordination of internal resources required for effective service delivery.
• Ensuring compliance with response/restoration time commitments.
• Remotely diagnosing system failures and facilitating call management as necessary.
• Overseeing Emergency Service efforts and escalation procedures.

Qualifications:

• Bachelor's degree in Computer Science (or a related field) or equivalent work experience.
• 4+ years of customer support experience.
• 3+ years of IT support experience.
• Excellent written and oral communication skills (Fluent in English).
• Strong interpersonal and problem-solving skills.
• Ability to manage stressful situations and troubleshoot critical issues while maintaining effective communication.
• Working knowledge of Analog and Digital Telephony.
• Microsoft MCSE certification or equivalent experience.
• Cisco CCNA certification or related experience.
• Extensive installation, configuration, and troubleshooting experience with Windows Server (2008, 2012), Windows 7, Windows 10 Operating Systems.
• Experience with Windows Domain architecture/integration/Active Directory.
• Experience in providing Linux/UNIX technical support.
• Experience troubleshooting server/desktop hardware-related issues.
• Experience with Dell and HP servers.
• Experience troubleshooting LAN/WAN environments.
• Experience with VOIP applications.
• Experience with third-party application integration.

This position is subject to working in high-security areas, governed by the US Department of Justice's