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Technical Success Administrator

Title: Technical Success Administrator - Emergency Call Management (ECM)

Location: United States

Job Description:

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 Overview

"The Motorola Solutions Technical Success team is dedicated to eliminating technical obstacles that prevent existing customers from fully leveraging or adopting our cloud and hybrid products. We will engage with the customer's Technical Buying Influence to ensure our solutions are not only available to end-users but are also well-understood and fully utilized, thereby driving adoption and strengthening product stickiness across the portfolio.

We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and, through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter."

This position will be a Technical Success Administrator role, focused on Emergency Call Management (ECM) within the CCSW Technical Success Team. The role will be responsible for ECM Hybrid-Cloud adoption by driving the activation and deep integration of cloud-based products and components ensuring they work seamlessly with the agency's infrastructure and workflow. The System Manager role will assist in delivery configuration and workflow tuning as well as technical administration partnership and coaching. The Technical Success Administrator - ECM will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for no/low adoption customers. 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 diligent at researching, troubleshooting, understanding customer workflow needs, and demonstrating solutions.

The Technical Success Administrator responsibilities include but are not limited to:
- Resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests
- Diagnosing low-usage red flags and removal of underlying technical blockers
- Configuration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environments
- Advanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for Users
- Remote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independence
- Manage and lead our relationship throughout the length of the customer engagement
- Ensure that customer satisfaction goals are met both with internal business partners and externally and with the customer
- Procure and coordinate any internal resources that may be needed to drive results
- Remotely diagnose customer concerns and facilitate incident management as applicable
- Travel in the US and Canada if onsite presence is required.

Qualifications:
- Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
- 4+ years of customer support experience
- 3+ years of IT support experience
- 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

Desired Qualifications:

Vesta 9-1-1 product line expertise
Vesta NXT, Hybrid, Continuity expertise
Public Cloud and Private Cloud architecture(s)
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.
Experience with Motorola Solutions Command Central suite

Target Base Salary Range: $115,000 - $130,000 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-JM2

#LI-REMOTE

Basic Requirements

Bachelor's Degree OR 5+ years of experience in technical customer 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
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position & Must be able to obtain background clearance as required by government customer