At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Join our dynamic team to provide top-tier technical support for Public Safety software solutions, where the pace is fast and the work is challenging. As a key escalation contact, you'll tackle complex issues that others cannot resolve. Your expertise will span desktop support, network configurations, telephony, and a deep understanding of telecommunications systems. You'll dissect intricate software applications and system architectures, applying rigorous analytical skills to research, troubleshoot, and replicate problems until they are solved.

Your technical prowess will extend to installing and configuring server hardware and operating systems, along with diagnosing and resolving infrastructure and application layer issues. In this role, you'll not only manage and resolve support tickets efficiently but also elevate the team's capabilities through proactive knowledge sharing. You'll be an essential part of our on-call rotation, ensuring continuous support and safeguarding our commitment to public safety.

• Manages OEM and Emergency Call Handling product escalations.

• Coordinates field Beta testing with Product Line Management, Development, and Technical Services for areas respective to new product applications, components, networks, or service requirements.

• Interfaces with Product Development to develop and test future technologies for Technical Services.

• Maintains individual product configuration in the Lab.

• Assists in testing future software products to develop support and troubleshooting documentation.

• Maintains and expands expertise for telephony network concepts and technologies (SS7 / Routing / Geo-spatial Routing) in order to act as the subject matter expert for these technologies.

• Travels to direct sites to fill the role of Support Engineer when Onsite Support Engineers must leave their site for vacation or training.

• Creates Site Specific Method of Procedures as necessary.

• Provides input and participates in interviews of prospective Support Engineers for future sites or staff replacements.

• Develops and provides corporate level technical training to customer support centers

• Supports the operation, installation, maintenance and service of Motorola Solutions Products.

• Provides Tier 4 technical support over the telephone to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution.

• Manage tickets in a timely manner within service management tools.

• Troubleshooting a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues.

• Creating and maintaining strong customer relationships.

• Deploy and manage software upgrades.

• Act as escalation point for complex trouble tickets for Tier 3 Support.

• Acts as the Technical Support escalation point for customer field service technicians.

• Mentor customers in the areas of product knowledge, troubleshooting and case management.

• Develop, maintain, review and delivers technical, product support and workflow documentation.

• Participate in on-call rotation for support calls and escalations.

• Works variable shifts dictated by support needs.

Qualifications:

• Bachelor's degree in a technical field 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 with PBX (Asterisk or others) and Premise systems

• Experience troubleshooting 3rd party application integration

• Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support.

• 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

Preferred Qualifications:

• 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

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• Associate Degree or higher in an IT related discipline
• 3 years of IT support experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 9 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email .