Senior Software Application Specialist US Remote ID-1292

November 25, 2024

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 Overview

Department Description
The Emergency Call Handling Support Department provides Tier 3 Technical Support for NG911 Public Safety Answering Points. Job tasks include but are not limited to implementation, maintenance and support of 911 call taking and dispatch solutions. This department works with DevOps, Engineering and Field Service Partners to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. They are also rewarded by the opportunity to fix issues within the systems that ultimately save lives.

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Job Description

Provide advanced technical support of Public Safety software solution in a fast-paced & dynamic environment. Escalation point for complex trouble tickets. Must have knowledge of desktop support, networking fundamentals (LAN, WAN, routing and switching), telephony hardware, troubleshooting software applications and diagnosing complex system architectures. Must be a diligent researcher and learner. Love in-depth troubleshooting and reproducing issues. Create, update, manage, and resolve support tickets. Empower team via knowledge transfer. Regular interfacing with customers via phone and through remote connection. Participation in on-call rotation required.

Supports the operation, installation, maintenance and service of Motorola Solutions Products.
Provides Senior level Tier 3 customer and technical support via telephone to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution.
Manage tickets in a timely manner within service management tools.
Troubleshooting a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues.
Creating and maintaining strong customer relationships.
Deploying and managing software upgrades.
Act as escalation point for complex trouble tickets for Tier 2 Support.
Acts as the Technical Support escalation point for customer field service technicians.
Mentor customers in the areas of product knowledge, troubleshooting and case management.
Develop, maintain, review and delivers technical, product support and workflow documentation.
Participate in on-call rotation for support calls and escalations.
Works variable shifts dictated by support needs.

Preferred Qualifications:

Experience, good understanding, and working knowledge of IP networking, network design methodologies and troubleshooting. (Ethernet, TCP/IP, L2/L3, MPLS)
Experience, good understanding, and working knowledge of Server Environments, Linux, Windows Server & VMware, highly desirable.
Must be highly computer literate with proficiency in applications such as Google Suite, document creation, spreadsheet creation, email and others.
Must have strong self-management skills and "people" skills to work closely with Motorola’s customers and subcontractor, as well as Motorola Sales, DevOps, Engineering, Project Management, and customer service teams.
Must possess a working knowledge of server hardware/OS, software infrastructure and elite troubleshooting skills to resolve system/application related issues.
Must be able to solve customer problems quickly during stressful situations.
Experience/knowledge in NG911 call handling systems. Motorola CallWorks and Vesta preferred.
Previous knowledge and experience working with some or all of the following network equipment: Juniper, HP, & Cisco.

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The base salary range for this role is $75,000.00 to $80,000.00.

Basic Requirements

Highschool diploma or equivalency
2+years of technical support experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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