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’s 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 Software Enterprise Onsite Support team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 911 Emergency Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

*** The selected candidate must reside in the State of Ohio in Cuyahoga County ***

This role is responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and growing MSI’s role in providing additional services for the customer. The System Manager responsibilities include but are not limited to:

• 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 local service partner
• Manage and lead our relationship with the customer
• Ensure that customer satisfaction goals are meet both internally and with the customer
• Procure and coordinate any internally resources that maybe needed
• Ensures compliance with response/restoration time commitment
• Remotely diagnose system failure and facilitate call management as applicable
• Manage Emergency Service efforts and escalation procedures

• Associates degree in Computer Science (or related degree ) or equivalent work experience preferred
• At least 4+ years of work experience in resolving customer technical issues
• Microsoft MCSE or equivalent experience
• Cisco CCNA/CCNP certifications or related experience
• In-depth installation, configuration, and troubleshooting experience for Windows Server 2019, 2016, 2012, Windows 7/10 Operation 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 troubleshooting LAN/WAN
• Experience troubleshooting 3rd party application integration
• Excellent interpersonal skills
• Fluent in English, oral and written
• Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support
• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with customers and Motorola management

• Strong knowledge of VESTA 9-1-1 Applications
• Strong networking skills
• Experience with VMware virtualization suites
• Experience with Computer Telephony Integration (CTI) Applications
• Experience with database related technology and administration (SQL Server)
• Experience with Servers (Dell and HP)
• Experience with firewalls and security related applications
• Experience with GIS applications
• Experience with VOIP applications
• Experience with PBX and PSAP communication systems
• This is hybrid on-site/remote position and the selected candidate must reside in the State of Ohio preferably within a hours drive of Cuyahoga County

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

Target Base Salary Range: $80,000- $90,000

Consistent with Motorola Solutions values and applicable law, we provide the…