Technical Customer Support, Motorola Solutions

• 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
• High school diploma or equivalent
• 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

Desirable

• CMSO Software Enterprise Technical Support is a group that delivers solutions to the public safety sector
• The group is committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. As part of this team, the PremierOne Support team deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings
• The hours for this position include nights, weekends, and holidays. This role also has an On Call responsibility
• At Motorola Solutions, everything starts with our people. We help people be their best in the moments that matter
• As a Senior Technical Support Engineer, you will work in a people-first culture to support and configure critical hardware and software implementations for our customers. This position is a remote role in the United States and serves as a vital technical touchpoint
• Because public safety never sleeps, the hours for this position include nights, weekends, and holidays, alongside a rotational on-call responsibility to help ensure support is always active. We welcome candidates with a Bachelor's degree or equivalent practical experience who are passionate about using their technical expertise to keep critical public safety networks running smoothly
• Configure and support complex hardware and software systems deployed in public safety customer environments
• Resolve highly critical customer issues received via phone, email, and web portal with outstanding professionalism
• Collaborate across technical groups to streamline workflows and deliver rapid, high-quality resolutions
• Troubleshoot and analyze intricate system-level software, networking, and third-party components
• Identify root causes of application failures and implement corrective measures to prevent recurrences
• Maintain continuous operational availability of local and remote customer implementations
• Work effectively as a self-directed technical resource and as a highly collaborative team member
• Share domain knowledge regarding application behavior and database performance with internal engineering groups
• Participate in a rotational off-hours on-call schedule to support emergency system restoration
• Database & OS Administration to configure and maintain MS SQL Server and MS Windows Server environments
• Performance Analysis using MS Ops Manager and desktop operating systems to identify performance bottlenecks
• Network & Infrastructure troubleshooting including basic routing, firewalls, and security rules
• Problem Solving to efficiently diagnose, isolate, and resolve multifaceted software and hardware issues
• Client Engagement to represent the organization and manage customer relationships with high professionalism
• On-Call Rotation to actively participate in rotational, off-hour duties for system-critical issues