NextGen Operations Technician (Hybrid)

Motorola Solutions•Allen, TX

4d•Hybrid

About The Position

The Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls). The Role We are seeking a NextGen Operations Technician to manage high-availability incident responses for our remote-hosted and Cloud-enabled operations. In this role, you will be the frontline for network surveillance, ensuring service stability and delivering technical support across multiple platforms.

Requirements

Minimum of a high school diploma
Must be able to obtain background clearance as required by government customer
Must be able to work the designated swing shift (Wednesday–Saturday, 2:00 PM – 12:30 AM CT)
Requires a quiet remote work environment when not onsite

Nice To Haves

Bring or develop expertise in Cisco (CCST/CCNA), ITIL frameworks, AWS Cloud surveillance, or general telecommunications operations.

Responsibilities

Triage and resolve service-impacting incidents within SLAs using ServiceNow, managing the full lifecycle of Incident, Change, and Problem management.
Conduct remote monitoring and event response, utilizing working knowledge of IP networking, interoperability standards, and protocols like VPN, BGP, MPLS, or SIP.
Diagnose hardware and service errors across routers, switches, servers, and endpoints, collaborating with next-tier SMEs on complex issues.
Provide professional technical support via phone, email, and web portal, keeping stakeholders and vendors informed during critical service events.
Interpret network drawings (e.g., Visio) to navigate infrastructure and accelerate resolution times.