Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department OverviewUnder limited supervision, this position supports the entire suite of VESTA products/systems to include network, hardware and software applications, interfacing with them via the phone and remote connection. Works with customers to schedule and implement software upgrades on VESTA products. Resolve technical issues if they arise during the upgrade through diligent research, reproduction and troubleshooting.
Job Description

ESSENTIAL DUTIES, RESPONSIBILITIES AND COMPETENCIES

• Schedule, manage, deploy and support entire upgrade process for customers. This may include hosting co-ordination conference calls in preparation of support of upgrade for large geo-diverse/multi PSAP sites
• Responsible for conducting pre upgrade checks in advance of upgrades
• Modify upgrade process as required to improve efficiencies, including testing and validating upgrades in lab and reviewing documentation before release
• Acts as the Technical Support Lead in escalated issues.
• Provides technical support over the telephone to customers in solving technical problems incurred during upgrade
• Acts as VESTA Communications’ second tier technical escalation support to the Technical Support Specialists.
• Provides mentorship to Technical Support Specialists in the areas of product knowledge, troubleshooting skills, case management, and solidified upgrade process
• Travels to customer sites to troubleshoot VESTA Communications products, as requested.
• Works variable shifts dictated by customer upgrade requests.
• Continually develops, maintains, reviews and delivers technical, product support and workflow documentation

Additional Duties

• From time to time, special projects may require a departure from, or in addition to, regular duties.

Adaptability

• Adapts to changes in the work environment.
• Manages competing demands.
• Accepts criticism and feedback.
• Changes approach or method to best fit the situation.

Communications

• Expresses ideas and thoughts verbally.
• Expresses ideas and thoughts in written form.
• Exhibits good listening and comprehension.
• Keeps others adequately informed.
• Selects and uses appropriate communication methods.

Problem Solving

• Identifies problems in a timely manner.
• Gathers and analyzes information skillfully.
• Develops alternative solutions.
• Resolves problems in early stages.
• Works well in group problem solving situations.

Quality

• Demonstrates accuracy and thoroughness.
• Displays commitment to excellence.
• Looks for ways to improve and promote quality.
• Applies feedback to improve performance.
• Monitors own work to ensure quality.

Teamwork

• Balances team and individual responsibilities.
• Exhibits objectivity and openness to others’ views.
• Gives and welcomes feedback.
• Contributes to building a positive team spirit.
• Puts success of team above own interests.

Technical Support

• Displays technical expertise and product knowledge.
• Follows logical process for problem identification.
• Asks questions to clarify and verify information.
• Provides clear, understandable explanations.
• Adheres to practices and standards.

SKILLS AND QUALIFICATIONS

• Bachelor Degree or equivalent work experience
• Microsoft MCSE or equivalent experience
• Cisco CCENT, CCT certifications or related experience
• In depth installation, configuration and troubleshooting experience for Windows Server 2003, 2008, Windows XP and Windows 7 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, both oral and written
• Ability to assist the Technical Services Manager and Technical Support Analysts in training, daily operations, escalations and assignments concerning Technical Support.

DESIRED SKILLS AND QUALIFICATIONS

• 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 Premise systems

Basic Requirements

Bachelor Degree or 3+ years of equivalent work experience

Travel Requirements
Relocation Provided
Position Type
Referral Payment PlanYes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.