System Manager (Integrated Call Control)
About The Position
Motorola Solutions is seeking a System Manager (Integrated Call Control) for an onsite role at the Prince William County Public Safety Facility in Woodbridge, VA. This position is responsible for ensuring Motorola Solutions meets its contractual maintenance agreement obligations by coordinating with a local service provider and growing MSI's role in providing additional services. The role directly oversees the health and performance of the Integrated Call Control call handling solution, providing advanced technical support for Public Safety software in a fast-paced environment. This is an escalation point for complex trouble tickets, requiring strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures. The ideal candidate is a diligent researcher, capable of troubleshooting and reproducing issues to resolution, and can install server hardware/OS, troubleshoot system infrastructure, and application architecture.
Requirements
- Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
- 3+ years of customer support experience
- 3+ years of IT support experience
- Strong written and oral communication skills. (Fluent in English, oral and written)
- Strong teamwork, 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 Operation 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
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required.
- High School diploma, Associate's or Bachelor’s degree with 3+ years of IT Support Experience required.
Nice To Haves
- 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
- 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 local service partner
- Manage and lead our relationship with the customer
- Ensure that customer satisfaction goals are meet both internally and with the customer
- Procure and coordinate any internally resources that maybe needed
- Insures compliance with response/restoration time commitment
- Remotely diagnose system failure and facilitate call management as applicable
- Manage Emergency Service efforts and escalation procedures
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
Education Level
Associate degree
