Job DescriptionThis 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.ResponsibilitiesResolving post-deployment, non-break/fix Ad-Hoc ECM Service RequestsDiagnosing low-usage red flags and removal of underlying technical blockersConfiguration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environmentsAdvanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for UsersRemote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independenceManage and lead the relationship throughout the length of the customer engagementEnsure that customer satisfaction goals are met both with internal business partners and externally with the customerProcure and coordinate any internal resources that may be needed to drive resultsRemotely diagnose customer concerns and facilitate incident management as applicableTravel in the US and Canada if onsite presence is required.QualificationsBachelor's degree in Computer Science (or related degree) or equivalent work experience4+ years of customer support experience3+ years of IT support experienceStrong written and oral communication skills (Fluent in English, oral and written)Strong soft skills, interpersonal communication, and problem-solving skillsAbility to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola ManagementWorking knowledge of Analog and Digital TelephonyMicrosoft MCSE or equivalent experienceCisco CCNA certifications or related experienceIn-depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating SystemsExperience with Windows Domain architecture/integration / Active DirectoryExperience in providing Linux/UNIX technical support to customersExperience with troubleshooting various server/desktop hardware related issuesExperience with Servers (Dell and HP)Experience troubleshooting LAN/WANExperience with VOIP applicationsExperience troubleshooting third‑party application integrationDesired QualificationsVesta 9‑1‑1 product line expertiseVesta NXT, Hybrid, Continuity expertisePublic Cloud and Private Cloud architecture(s)Experience with VMware virtualization suitesExperience with Cloud Technologies (Azure or AWS)Experience with Computer Telephony Integration (CTI) ApplicationsExperience with database related technology and administration (MySql or SQL Server)Experience with firewalls and security related applicationsExperience with GIS applicationsExperience with Motorola Solutions Command Central suiteBenefitsIncentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!Basic RequirementsBachelor's Degree OR 5+ years of experience in technical customer supportThis 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. customersLegal 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 customerTravel Requirements25-50% travel required.Target Base Salary Range$115,000 - $130,000 USDEEO StatementMotorola 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 the Reasonable Accommodations Formso we can assist you.#J-18808-Ljbffr