VESTA 911 System Manager

Company Overview

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.

Department Overview

Job Description

THIS IS AN ONSITE POSITION (SITE), FOR A SYSTEM MANAGER FOR THE VESTA 911 INSTALLATION AT ALLEGHENY COUNTY MARYLAND.

• The System Manager responsibilities include but are not limited to:

  • 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 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

  • Maintain accurate case/ticket records in the ITSM, ServiceNow

  • Monitor and report system issues and diagnoses to the customer upon resolution

  • Communicate and document user issues as they occur

  • Coordinate on-going continuous improvement efforts for the system

  • Document and perform all preventative maintenance activities

  • Monitor Technical Service Bulletins and communicate to Customer and facilitate implementation when applicable

• Qualifications:

  • Associates degree in Computer Science (or related degree ) or equivalent work experience preferred

  • At least 4+ years of work experience in resolving customer technical issues 

  • Must be willing to work onsite at customer location in Alleghany County, MD  

  • 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 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.

Desired qualifications:

• 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

Basic Requirements

• Bachelor's Degree OR 5+ years of experience in technical customer support

• Must be able to obtain background clearance as required by government customer

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & 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 ohr@motorolasolutions.com.