VESTA System Manager

Motorola Solutions

87d•$95,000 - $105,000

About The Position

The ideal candidate must reside in Idaho This position is a System Manager role within the VSS Field Services Emergency Call Handling Support Team. The role will be responsible for traveling to customer sites in the state of Idaho. The System Manager will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for complex trouble tickets. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, telco knowledge, supporting software applications, and diagnosing complex system architectures. Must be diligent in researching, troubleshooting, and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture. The System Manager responsibilities include but are not limited to: ◦ Travel in the state of Idaho upon dispatch from MSI technical support. ◦ Regular travel to customer sites to provide preventative maintenance on a scheduled basis. ◦ 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 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

Requirements

Bachelor's degree in Computer Science (or related degree) or equivalent work experience
4+ years of customer support experience
3+ years of IT support experience
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.
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 in troubleshooting LAN/WAN
Experience with VOIP applications
Experience troubleshooting 3rd party application integration
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Minimum of a High School Diploma
3+ years of Public Safety Applications experience or 3+ years of IT experience.
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required.

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

Travel in the state of Idaho upon dispatch from MSI technical support.
Regular travel to customer sites to provide preventative maintenance on a scheduled basis.
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 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