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 OverviewCCSS (Command Center Software Solutions) is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. CCSS deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems, Call-Handling solutions and Mobile Data Computing, among other offerings. CCSS is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.
Job Description
THIS ROLE IS AN ONSITE ROLE WORKING OUT OF THE PRINCE WILLIAM COUNTY PUBLIC SAFETY FACILITY IN WOODBRIDGE VA. APPLICANTS MUST RESIDE WITHIN COMMUTING DISTANCE OF WOODBRIDGE, VA.
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 role is directly responsible for the health and performance of the Integrated Call Control call handling solution.
Provide advanced technical support of Public Safety software solution in a fast-paced environment. Escalation point for complex trouble tickets. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications and diagnosing complex system architectures. Must be a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure and application architecture
The System Manager/Technical Consultant’s 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
Insures compliance with response/restoration time commitment
Remotely diagnose system failure and facilitate call management as applicable
Manage Emergency Service efforts and escalation procedures
Qualifications:
Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
3+ years of customer support experience
3+ years of IT support experience
Strong written and oral communication skills. (Fluent in English, oral and written)
Strong teamwork, interpersonal communication, and problem-solving skills.
Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
Working knowledge of Analog and Digital Telephony
Microsoft MCSE or equivalent experience
Cisco CCNA certifications or related experience
In depth installation, configuration and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 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 with Servers (Dell and HP)
Experience troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration
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
Desired Qualifications:
Experience with VMware virtualization suites
Experience with Cloud Technologies (Azure or AWS)
Experience with Computer Telephony Integration (CTI) Applications
Experience with database related technology and administration (MySql or SQL Server)
Experience with firewalls and security related applications
Experience with GIS applications
The salary range for this role is between $85,000- $95,000
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.
#LI-BA1
#LI-ONSITE
Basic Requirements
Required Skills:
High School diploma, Associate's or Bachelor’s degree with 3+ years of IT Support Experience required.
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel RequirementsUnder 10%
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.
Skills Required
- High school diploma, Associate's or Bachelor's degree (or equivalent experience) with 3+ years of IT support experience
- 3+ years of customer support experience
- 3+ years of IT support experience
- Must be able to obtain background clearance and pass CJIS fingerprint background check
- Legal authorization to work in the U.S. indefinitely (no visa sponsorship)
- Strong written and oral English communication skills
- Ability to handle stressful situations and troubleshoot critical issues while communicating with customer and management
- Working knowledge of Analog and Digital Telephony and telephony hardware
- Microsoft MCSE certification or equivalent experience
- Cisco CCNA certification or related experience
- Installation, configuration and troubleshooting experience for Windows Server 2008/2012 and Windows 7/10
- Experience with Windows Domain architecture / Active Directory
- Experience providing Linux/UNIX technical support
- Experience troubleshooting server and desktop hardware issues (Dell and HP servers)
- Experience troubleshooting LAN/WAN networks, routers and switches
- Experience with VOIP applications and 3rd party application integration troubleshooting
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.
