NG911 On-site System Manager (Federal)

Motorola Solutions

20h•$90,000 - $105,000•Hybrid

About The Position

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. The Federal Command Center Software Services (CCSW) Field Service Operations department provides on-site support for NG911 Public Safety Answering Points, including implementation, maintenance, and support of 911 call taking and dispatch solutions. This department collaborates with DevOps, Engineering, and Technical Support. This position is dedicated to the USMC 911 Public Safety Lab in Charleston, South Carolina, supporting the VESTA 911 Call Handling System. The role involves on-site testing and ongoing system management, assisting in the delivery of MSI contractual support agreements by coordinating with and assisting existing on-site support models, and enhancing MSI’s role in providing additional services and product/support satisfaction for the customer. The System Manager will provide advanced technical support for Public Safety software solutions, act as an escalation point for complex trouble tickets, and requires strong knowledge of desktop support, networking, telephony hardware, Telco, software applications, and complex system architecture diagnosis. The role also involves diligent research, troubleshooting, reproducing issues, installing server hardware/OS, troubleshooting system infrastructure and application architecture, and working effectively with base leadership.

Requirements

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
Strong knowledge of desktop support
Strong knowledge of networking (router and switch configuration & troubleshooting)
Strong knowledge of telephony hardware
Telco knowledge
Strong knowledge of supporting software applications
Ability to diagnose complex system architectures
Must be a diligent researcher
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 troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration
High School diploma, Associates, or Bachelor's degree in Computer Science, Information Systems, or Technology, OR 4+ years of work experience in resolving customer technical issues
Must be able to obtain background clearance as required by our government customers (CJIS Security Policy)
Legal authorization to work in the U.S. indefinitely

Nice To Haves

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

Responsibilities

Be on-site at the USMC base at Charleston, SC during business hours as needed
Support remotely and on-site various USMC 911 systems within the US
Manage and lead day-to-day activities in meeting MSI’s contractual commitments
Manage and lead the relationship with the local service partner
Manage and lead the 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
Perform on-site testing and on-going management of the VESTA 911 Call Handling System
Assist in the delivery of MSI contractual support agreements by coordinating with and assisting the various existing on-site support models in-person and remotely
Enhance MSI’s role in providing additional services and product/support satisfaction for the customer
Provide advanced technical support of Public Safety software solutions
Act as an escalation point for complex trouble tickets
Troubleshoot and reproduce issues to resolution
Install server hardware/OS
Troubleshoot system infrastructure and application architecture
Work with base leadership in maintaining the installed system and resolving outstanding issues