Software Upgrade Operations Field Engineer (Remote)
About The Position
The CallWorks and Vesta products are part of Motorola Solutions' 911 Call Handling offerings, providing next-generation 911 call-taking and dispatching solutions for public safety answering points (PSAPs) across North America. The 911 Call Handling business serves public safety customers from very rural counties to state-wide deployments. The VESTA platform is a market-leading software-based architecture delivered in on-premise and cloud environments. The primary responsibilities for this position will be to ensure that the Call Handling customer base remains at current release levels by remotely upgrading software at customer sites. This will include working with customers to schedule and execute software upgrades, and collaborating with R&D as needed to develop and execute upgrade processes for all Call Handling products offered. This individual will also be responsible for reporting process and product issues discovered in the field and for assisting other levels of support with investigations and resolutions. Develops, designs, evaluates, and/or modifies systems consistent with customer and regulatory requirements. Supports system architecture and ensures its integrity. The Upgrade Engineer handles software configuration to ensure everything works across various customer configurations.
Requirements
- High School diploma, Bachelor's degree in IT, or Engineering required.
- 4 years of experience working in a IT, or Engineering environment.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
- Strong understanding, working knowledge, & previous experience with Red Hat Linux, Virtualization, HP Servers, Analog and Digital Telephony, Networking, and both Hardware and Software Technical Support
- Strong written and oral communication skills.
- Strong teamwork, interpersonal communication, and problem-solving skills.
- Capable of working in a fast-paced & dynamic environment.
- Ability to handle stressful situations & troubleshoot critical issues while updating Customer and Motorola Management.
- Ability to represent Motorola in a professional manner while on conference calls with Customers, from Dispatchers/Law Enforcement personnel to Chief Technology Officers (CTO’s)
- Ability to thoroughly document all issues & provide Management escalations (internal & external)
- Ability to write, review, and follow technical documentation – including whitepapers, methods of procedures (MOP’s), alerts, and bulletins for publication to Customers.
- Ability to work with all levels of management, vendors, and other internal and external groups and customers, exhibiting a positive influence at all levels.
Responsibilities
- Ensure that the Call Handling customer base remains at current release levels by remotely upgrading software at customer sites.
- Work with customers to schedule and execute software upgrades
- Collaborate with R&D as needed to develop and execute upgrade processes for all Call Handling products offered.
- Responsible for reporting process and product issues discovered in the field
- Assist other levels of support with investigations and resolutions.
- Develops, designs, evaluates, and/or modifies systems consistent with customer and regulatory requirements.
- Supports system architecture and ensures its integrity.
- Handles software configuration to ensure everything works across various customer configurations.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
