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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
Department Description
CMSO Software Enterprise Operations Organization is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. PSA deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings. SPSS is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.
Job Description
The PremierOne Back Office Technician will be responsible for various customer supporting functions and products including customer CAD systems, Records Systems, related services, interfaces, and other various ancillary systems. Basic network and infrastructure knowledge will contribute to a successful position. Primary duties will include acting as a back office support technician working within a ticketing system to handle assigned customer issues which are functionally escalated from the Support and Onsite Admin groups. Duties will also include working with the designated Engineering teams to enter and classify defects based on these customer found issues. Position requirements may require strict background checks within our customer set requirements – in order to gain remote access to these highly sensitive customer systems. The candidate must have excellent technical and interpersonal communication skills.
What you will be able to do:
• Solve problems by identifying the root cause of a reported incident; either application use or product code.
• Gather data that will aid in code fixes specific to the customer’s environment, and/or defects identified within a specific product.
• Manage reported application and/or system issues to ensure full functionality of the end users system.
• Support customers who depend on their dispatching system to keep their public safety operations running.
• Builds expert knowledge in the Mission Critical Software and Public Safety Solution Industry.
• Work with various teams including Support, Product Management, Engineering, and Customer Success groups.
• Utilize relationships amongst Motorola teams to identify and determine the best approach to support customers, their systems, and everyday needs.
• Actively utilize the support ticketing system used to update customers on incident status, next steps, and resolution of an issue.
• Be a member of a team who supports mission critical systems during off hours on a rotational schedule.
• Rotational after-hours on-call
The minimum requirements we seek:
• 3+ years of Technical Customer Support experience.
• 2+ years of Public Safety Applications experience involving CAD applications.
• Technical knowledge and experience with MS SQL Server, MS Windows Server, MS Ops Manager, and Desktop Operating Systems.
• Works well as a single resource, as well a member of a team.
• Efficiently troubleshoot and diagnose system issues
• Ability to represent yourself and the company with the utmost professionalism.
• Ability to pass stringent background checks based on local and Federal fingerprint submissions.
• Ability to participate in on-call duties for off-hour issues on a rotational basis.
Preferred Skills:
• In depth knowledge of Windows Applications, Servers, and SQL Database Server environments.
• Basic Network and Infrastructure knowledge. Experience with Firewalls and routers; F5 and Fortigate preferred.
• Ability to troubleshoot application system issues including hardware, networking, and third party components preferred.
• Previous knowledge of the PremierOne Application Suite is a plus.
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