Technical Customer Support Us Remote

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that 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.

The PremierOne Records Management System (RMS) Technician will be responsible for various customer supporting functions and products including customer RMS systems, related services, interfaces, and other various ancillary systems. Basic network and infrastructure knowledge will contribute to a successful position. Knowledge of the PremieOne application is a plus. Primary duties will include acting as the primary point of contact for customer support - working within a ticketing system to handle assigned customer issues. Duties will also include working with the Engineering teams to enter and classify defects based on identified issues. The candidate must have excellent technical and interpersonal communication skills.

What you will be able to do:

• Builds expert knowledge in the Mission Critical Software and Public Safety Solution Industry.
• Utilize relationships amongst Motorola teams to identify and determine the best approach to support customers, their systems, and everyday needs.
• Understand IBR, processes and workflow.
• Support customers who depend on the records management system needed to keep their public safety operations running.
• Work with various teams including Support, Product Management, Engineering, and Customer Success groups.
• Gather data that will aid in code fixes specific to the customer’s environment, and/or defects identified within a specific product.
• Actively utilize the support ticketing system used to update customers on incident status, next steps, and resolution of an issue.
• Implement best practices that best suit a customer based on their needs and business processes.
• Solve problems by identifying the root cause of a reported incident; either application use or product code.
• Be a member of a team who supports mission critical systems during off hours on a rotational schedule.

Preferred skills and requirements :

• Works well as a single resource, as well a member of a team.
• 3+ years of Public Safety Applications experience involving RMS applications.
• Experience with SQL query writing
• Technical knowledge and experience with MS SQL Server, MS Windows Server, MS Ops Manager, and Desktop Operating Systems.
• In depth knowledge of Windows Applications, Servers, and SQL Database Server environments.
• Bachelor's Degree in Information Technology/Computer Science and or 5+ years of Technical Customer Support experience.
• Previous knowledge of the PremierOne Application Suite is a plus.
• Ability to pass stringent background checks based on local and Federal fingerprint submissions.
• Ability to troubleshoot application system issues including hardware, networking, and third party components preferred.
• Ability to represent yourself and the company with the utmost professionalism.
• Ability to participate in on-call duties for off-hour issues on a rotational basis.
• 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
• Basic Network and Infrastructure knowledge. Experience with Firewalls and routers; F5 and Fortigate preferred.

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Basic Requirements

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be able to obtain background clearance as required by government customer
• Bachelor's Degree in Information Technology/Computer Science and or 5+ years of Technical Customer Support experience.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• Incentive Bonus Plans
• 9 Paid Holidays
• 401K with Company Match
• And more!
• Medical, Dental, Vision benefits
• Generous Paid Time Off Packages

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.