System Manager; Integrated Call Control

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.

ccss (command center software solutions) 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.

Ccss deploys and supports products such as computer aided dispatch, records management systems, jail management systems, call-handling solutions and mobile data computing, among other offerings. Ccss is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

this role is an onsite role working out of the prince william county public safety facility in woodbridge va. Applicants must reside within commuting distance of woodbridge, va.

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 role is directly responsible for the health and performance of the integrated call control call handling solution.

provide advanced technical support of public safety software solution in a fast-paced environment. 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 a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/os, troubleshooting system infrastructure and application architecture.

• 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
• insures 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
• 3+ years of customer support experience
• 3+ years of it support experience
• strong written and oral communication skills. (fluent in english, oral and written)
• strong teamwork, 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 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 with servers (dell and hp)
• experience troubleshooting lan/wan
• experience with voip applications
• experience troubleshooting 3rd party application integration
• this position is subject to working in…