Technical Success Administrator – Emergency Call Management

🕒 6 dias atrás

🐊 Florida, Montana, +3 estados a mais – Remoto

🐊 Florida – Remote 🦬 Montana – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote

💵 $115.000 - $130.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🖥️ Administração

🦅 Patrocina Visto H1B

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Motorola Solutions

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1928

🔐 Segurança

📡 Telecomunicações

🏢 Corporativo

Security • Telecommunications • Enterprise

A Motorola Solutions oferece um ecossistema completo de segurança, com soluções tecnológicas para proteger pessoas, patrimônios e ambientes. A empresa é especializada em comunicações críticas, sistemas de videosegurança, soluções para centros de comando e serviços gerenciados e de suporte. Seu portfólio inclui rádios P25 para missões críticas, rádios profissionais DMR, dispositivos de banda larga e sistemas de videosegurança com analytics de IA. A Motorola Solutions atende a diversos setores — incluindo segurança pública, educação, saúde, forças de segurança, entre outros — com foco em ampliar a eficiência operacional e a capacidade de resposta em situações críticas. A empresa é comprometida em entregar soluções que mantêm seus clientes conectados, possibilitam comunicação clara e ajudam a agir com confiança nas condições mais adversas.

Descrição

• 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. • 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.

🎯 Requisitos

• 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 VOIP applications • Experience troubleshooting 3rd party application integration

🏖️ Benefícios

• Incentive Bonus Plans • Medical, Dental, Vision benefits • 401K with Company Match • 10 Paid Holidays • Generous Paid Time Off Packages • Employee Stock Purchase Plan • Paid Parental & Family Leave • and more!