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System Technologist

Motorola Solutions

This is a Full-time position in Birmingham, AL posted May 25, 2020.

Location: Birmingham, AL or Westminster, CO

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Emergency Call Handling Support Department provides Tier 3 Technical Support for NG911 Public Safety Answering Points. Job tasks include but are not limited to implementation, maintenance and support of 911 call taking and dispatch solutions. This department works with DevOps, Engineering and Field Service Partners to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. They are also rewarded by the opportunity to fix issues within the systems that ultimately save lives.

Job Description

Provide advanced technical support of Public Safety software solution in a fast-paced & dynamic environment. Escalation point for complex trouble tickets. Must have knowledge of desktop support, networking fundamentals (LAN, WAN, routing and switching), telephony hardware, troubleshooting software applications and diagnosing complex system architectures. Must be a diligent researcher and learner. Love in-depth troubleshooting and reproducing issues. Create, update, manage, and resolve support tickets. Empower team via knowledge transfer. Regular interfacing with customers via phone and through remote connection. Participation in on-call rotation required.

  • Supports the operation, installation, maintenance and service of Motorola Solutions Products.
  • Provides Tier 3 customer and technical support via 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.
  • Deploying and managing software upgrades.
  • Act as escalation point for complex trouble tickets for Tier 2 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.

Basic Requirements

  • Minimum of a high school diploma and 2+ years of experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes