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, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewThe Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products, allowing them to focus on their mission and enabling them to respond faster. Our field teams are focused on providing services and administration of various public safety software products, such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems, and Mobile Data Computing, among other offerings.
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. The role will be responsible for traveling to customer sites in the state of Idaho. The System Manager will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an 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 diligent in researching, troubleshooting, and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture.
The System Manager responsibilities include but are not limited to:
◦ Travel in the state of Idaho upon dispatch from MSI technical support.
◦ Regular travel to customer sites to provide preventative maintenance on a scheduled basis.
◦ 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 customer
◦ Ensure that customer satisfaction goals are met both internally and with the customer
◦ Procure and coordinate any internal resources that may be needed
◦ Ensure 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
◦ 4+ years of customer support experience
◦ 3+ years of IT support experience
◦ Strong written and oral communication skills. (Fluent in English, oral and written)
◦ Strong soft skills, 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 Operating 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 in 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:
• Vesta 9-1-1 product line expertise
• 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.
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
Target Base Salary Range: $95,000- $105,000
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-DB1
Basic Requirements
Minimum of a High School Diploma
3+ years of Public Safety Applications experience or 3+ years of IT experience.
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 RequirementsOver 75%
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.
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About Motorola Solutions | Solving for safer
Safety and security are at the heart of everything we do at Motorola Solutions. 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.
Why Work With Us
We are a global family of driven, dynamic people who inspire and support everyone around us to be the best version of themselves. We embrace a “people first” philosophy – and are committed to creating and maintaining a culture of caring and inclusiveness. Are you ready to join our team and be a part of a close-knit community in a big company?
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