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 OverviewNYC 9-1-1 Next Gen Call Handling Support
Job Description
We are seeking a detail-oriented and analytical Software Systems Support Specialist to join our technical operations team. In this role, you will be responsible for installing, maintaining, and troubleshooting our suite of software systems and applications. You will serve as the technical bridge between end-users and our development teams, diagnosing application errors, assisting with software deployments, and maintaining system documentation.
The ideal candidate possesses strong root-cause analysis skills, a customer-first mindset, and hands-on experience navigating operating systems, databases, and software workflows.
Core Responsibilities
- Application Troubleshooting: Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations.
- Ticket Management: Monitor and manage inbound support requests via a ticketing system (e.g., Jira, ServiceNow, Zendesk), prioritizing issues based on business impact and meeting SLAs.
- System Maintenance & Deployment: Support routine software deployments, patch installations, system configuration updates, and application testing.
- Escalation & Vendor Liaison: Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions.
- User Support & Onboarding: Assist end-users with application access, configuration, account permissions, and feature guidance.
- Documentation: Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).
Required Skills & QualificationsTechnical Competencies
- Operating Systems: Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack.
- Databases: Basic to intermediate knowledge of SQL (ability to write queries to inspect data, trace bugs, or verify reports).
- Networking & Web Concepts: Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.
- Tools: Experience using issue-tracking software (e.g., Jira) and log-analysis tools.
- Problem-Solving: Strong analytical capability to dissect complex technical behavior and identify root causes.
- Communication: Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers.
- Adaptability: Ability to prioritize competing demands in a fast-paced environment.
Education & Experience
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience/certifications).
- Experience: 1–3 years of experience in technical support, application support, or IT system support roles.
- Preferred Certifications (Bonus):
- CompTIA A+ / Network+ / Security+
- ITIL Foundation
- Microsoft Certified: Fundamentals / AWS Certified Cloud Practitioner
Basic Requirements
- Bachelor's degree in Information Technology, Computer Science, OR related field (or equivalent experience)
- 1–3 years of experience in technical support, application support, or IT system support roles.
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 complete this Reasonable Accommodations Form so we can assist you.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience/certifications
- 1-3 years of experience in technical support, application support, or IT system support
- Proficiency with Windows, Linux/Unix, or macOS operating systems
- Basic to intermediate SQL knowledge
- Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture
- Experience with issue-tracking software such as Jira, ServiceNow, or Zendesk
- Experience with log-analysis tools
- CompTIA A+, Network+, or Security+ certification
- ITIL Foundation certification
- Microsoft Certified Fundamentals certification
- AWS Certified Cloud Practitioner certification
Motorola Solutions, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Motorola Solutions, Inc. and has not been reviewed or approved by Motorola Solutions, Inc..
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Healthcare Strength — Healthcare coverage is effective from day one with multiple national carrier options and bundled prescription coverage. Offerings also include mental health benefits and Flexible Spending Accounts, with optional pet insurance.
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Leave & Time Off Breadth — Time off includes generous PTO with 9–10 paid holidays, and many salaried roles use a Flex Time Off or unlimited PTO approach. Paid parental and family leave plus adoption assistance expand support.
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Retirement Support — Retirement benefits feature a 401(k) with company match and immediate vesting. Additional financial programs like an employee stock purchase plan, performance bonuses, and company equity bolster long-term value.
Motorola Solutions, Inc. Insights
What We Do
Motorola Solutions is a global technology company that provides mission-critical communications, video security, and command center software to help protect people, property, and places for public safety agencies and enterprises.
