VESTA System Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that is critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

The Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products, allowing them to focus on their mission and enabling them to respond faster. Our field teams are focused on providing services and administration of various public safety software products, such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems, and Mobile Data Computing, among other offerings.

** The ideal candidate must reside in Idaho**

This position is a System Manager role within the VSS Field Services Emergency Call Handling Support Team. The role will be responsible for traveling to customer sites in the state of Idaho. 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 diligent in researching, troubleshooting, and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture.

• Travel in the state of Idaho upon dispatch from MSI technical support.
• Regular travel to customer sites to provide preventative maintenance on a scheduled basis.
• Manage and lead day‑to‑day activities in meeting MSI's contractual commitments documented in the Maintenance Agreement with the customer.
• 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 may be needed.
• Ensure compliance with response/restoration time commitment.
• Remotely diagnose system failure and facilitate call management as applicable.
• Manage Emergency Service efforts and escalation procedures.

• 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 in troubleshooting LAN/WAN.
• Experience with VOIP applications.
• Experience troubleshooting 3rd party application integration.

• Vesta 9-1-1 product line expertise.
• 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).
• Experi…