Hypercare Support Specialist

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

CMSO Software Enterprise Hypercare support organization 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. Hypercare support is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.
Job Description

The Hypercare support team will be responsible for various customer supporting functions and products (PremierOne CAD or RMS systems). Works with the customer to understand comprehensive business requirements as it relates to MSI applications.

 

Responsibilities include but not limited to:

• Primary responsibility of the PremierOne Hypercare support is to provide face-to-face customer service and technical support
• Experience with administration of Law Enforcement Records Management System preferred
• Provide successful and consistent software application support with minimal to no impact on live operations
• Building relationships with customers and internal Motorola Solutions teams to foster customer satisfaction with service and support
• Subject to working in high security areas governed by the US Department of Justices “Criminal Justice Information Services (CJIS) Security Policy”
• Ensures customer satisfaction involves proper support and service delivery and delivery on contracted services and SLA’s
• Initiates problem solving and follows through to resolution
• Performs root-cause analysis of problems to formulate and recommend improved alternative operations
• Operates as a liaison with other MSI teams to provide exceptional service and support, assisting in troubleshooting and resolving issues
• Escalating problems quickly and collaborating with various technical organizations when determining customer solutions (Engineering, Product Groups, R&D, etc.)
• Ability to provide technical support, server updates, system health checks and general system troubleshooting
• Validate, troubleshoot, and characterize reported application issues
• Can be up to 50% to 75% travel for this position

Qualifications:

• 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.
• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolutions to ensure the customer is satisfied with the end result
• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
• Strong determination in the face of challenges
• Must have strong organization skills and the ability to handle multiple tasks. Effective time management skills required
• Customer focused; detailed oriented individual
• Technical expertise in PremierOne applications
• Experience with Servers and workstations (Dell and HP)
• Experience with Windows Domain architecture/ integration / Active Directory
• Experience with troubleshooting various server / desktop hardware and operating systems related issues
• Experience troubleshooting LAN/WAN
• Experience troubleshooting 3rd party application integration

Desired qualifications:

• Experience with VMware virtualization suites
• Experience with Cloud Technologies (Azure or AWS)
• Experience with database related technology and administration (SQL Server)
• Experience with CAD / RMS applications

#LI-DB1

Basic Requirements

• Bachelor’s or Associates degree with 3+ years IT Support Experience
• 3+ years’ experience in one of the following: Public Safety, Business Analysis, Field Service, CAD- Computer Aided Dispatch, Record Management Systems, and Jail.
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements
Relocation Provided
Position Type
Referral Payment PlanYes

Our U.S. Benefits include:

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

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.