NextGen Operations Technician

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls).
Job Description

Work schedule for the NextGen Operations Technician:

Day Shift

Sunday - Wednesday, 7:00 am - 5:30 pm (Central Time)

Schedules subject to change in response to business needs.

Location

Work is primarily performed onsite at the Allen, TX, office location. 

General responsibilities

NextGen Operations Technicians execute high-availability incident response for remote-hosted and Cloud-enabled customer operations. 

• ServiceNow Incident Management, Change Management, and Problem Management

• Remote network surveillance and event response

• Triage and resolution of service-impacting incidents within SLA’s

• Participation in complex troubleshooting with next-tier SME’s

• Customer-facing technical support delivered via telephone, email, and web portal

• Stakeholder communication during service-impacting events

• Vendor ticket management

Qualifications

• Working knowledge of IP networking and interoperability standards

• 1+ years of experience troubleshooting IP network connectivity

• 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

• Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

• Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)

Preferred Skills

• Network Operations or Telecommunications industry experience

• Cisco CCST or CCNA certification a plus

• ITIL Certification

• AWS Cloud surveillance

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

#LI-DB1

Basic Requirements

• Minimum of a high school diploma

• Must be able to work a 10-hour shift

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

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 email [email protected].