Technical Success Administrator; ECM

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.

The Technical Success team at Motorola Solutions focuses on removing technical barriers that hinder current clients from fully adopting or maximizing our hybrid and cloud solutions. Through direct engagement with customer Power Users and Technical Administrators, we ensure that our software is completely understood and effectively utilized by all end-users, ultimately boosting adoption and reinforcing product stickiness across our entire portfolio.

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.

• 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…