NG911 On-site System Manager (Federal)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department OverviewThe Federal Command Center Software Services (CCSW) Field Service Operations department provides on-site support for NG911 Public Safety Answering Points and CAD (Computer Aided Dispatch) systems. Job tasks include but are not limited to implementation, maintenance and support of 911 call taking and dispatch solutions, and CAD solutions. This department works with DevOps, Engineering and Technical Support to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team.
Job Description

This position will be dedicated to the USMC 911 & CAD systems in Southern California and Yuma, AZ. The role will be responsible for on-site testing and on-going management of the system.

The On-site System Manager role will assist in the delivery of MSI contractual support agreements by coordinating with and assisting the various existing on-site support models in-person and remotely, and by enhancing MSI’s role in providing additional services and product/support satisfaction for the customer.

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 a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture. Must have flawless people skills and is comfortable working with base leadership in maintaining the installed system and resolving outstanding issues that arise.

The System Manager responsibilities include but are not limited to:

• Be on-site at the USMC bases in California and Yuma, AZ as needed.

• Support remotely and on-site various USMC 911 & CAD systems within the US.

• Manage and lead day-to-day activities in meeting MSI’s contractual commitments.

• 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 maybe needed

• Ensures compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

Qualifications:

• 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

Preferred Skills:

• Vesta 9-1-1 and FLEX CAD product line expertise

• Experience with VMware virtualization suites

• Experience with Cloud Technologies (Azure or AWS)

• Experience with Computer Telephony Integration (CTI) Applications

• Familiarity with CAD integrations including Records Management Systems (RMS), Mobile Data Terminals (MDTs), 911 call handling systems, and GIS/mapping services.

• Experience with database related technology and administration (MySql or SQL Server)

• Experience with firewalls and security related applications

• Experience with GIS applications

Travel up to 50% as required by the program.

Target Base Salary Range: $90,000 - $120,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-CR1

#LI-REMOTE

Basic Requirements

• High School diploma, or Associates, or Bachelor's degree in Computer Science, Information Systems, or Technology, OR 4+ years of work experience in resolving customer technical issues required.

• Must be able to obtain a background clearance as required by our government customers.

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

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• 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

• 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 complete this Reasonable Accommodations Form so we can assist you.