Software Service Technician | Remote

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

This position is open to all remote candidates based in the US.

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

The NexGen Core Services (NGCS) Operations Support team is the team that is responsible for making sure each emergency call, voice, SMS and multimedia, is transmitted correctly through paired Data Centers onto the Emergency Services IP Network (ESInet) and delivered to the correct Public Safety Answering Point (PSAP) with accurate ANI and ALI information.

VESTA NEXT Routing Services is a portfolio of products and services that deliver the critical elements to enable and operate a NextGen Core Services (NGCS) solution through the deployment of NGCS Data Centers at multiple locations. VESTA Router is responsible for receiving the incoming emergency calls, voice, SMS and multimedia, in a NENA i3 SIP format from the Data Center and routing them to the proper public safety answering point (PSAP). The role of the NextGen Core Services Manage & Operate Technologist is to resolve technical issues and escalations from the Network and Security Operation Center (NSOC) or directly from the system monitoring tools and third-party vendors in a queued environment while meeting Software Level Agreements (SLA). As a Manage and Operate Technologist you would also be responsible for conducting upgrades, patches and firmware updates across the hardware platform (routers, switches, firewalls, servers), testing backups and failovers. Each update and/or patch has a series of responsibilities including but not limited to internal testing, coordinating with customers and third-party vendors and having a backout plan, if issues arise. Similar responsibilities would be necessary when conducting hardware refreshes every 3 - 5 years. Actively participating in identifying Best Practices, conducting Lessons Learned, and updating system level documentation is also a requirement.

Responsibilities Include

• End-to-End troubleshooting of 911 packet data between the Data Center and the PSAP via the ESI network
• Respond to alarms and escalations from NSOC and or directly from the monitoring tools 
• Update and own tickets through closure
• Work with internal resources to conduct system audits and optimization
• Identify Best Practices and Lessons Learned
• Generate templates, FAQ or Knowledge Base articles for frequently reported issues/alarms
• Actively participate in 24x7x365 on call rotation
• Conduct or work with all parties to perform internal patches, updates, firmware, testing and hardware upgrades
• Document changes and present to Change Control Board for approval and execution
• Coordinate with all parties to conduct upgrades, patches, backups (red gate), failovers, hardware upgrades and execute test plans
• Collaboratively work with all parties to identify, coordinate and execute hardware refreshes
• Update central repository after performing any update and or hardware refresh
• Proactively monitor Data Centers
• Understand and adhere to all industry regulations

Qualifications:

• Bachelor of Science degree in Computer Science, Computer Engineering, Information Systems, software engineering (or related field)
• Certifications in routing, switching, & network security is desired
• Experience supporting complex end-to-end network solutions in a Mission Critical environment, including fault tolerant, high availability, and redundant implementations.
• Knowledge of communication protocols, client server architectures, computer networking technologies, network security solutions, and software integration.
• In depth knowledge of networking protocols, system calls, TCP/IP stack, and OSI model.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers; preferably Cisco and Fortinet
• Experience with Server Virtualization, specifically with VMWare ESXi v.6+ andor Microsoft Hyper-V 2012+
• Experience with Database Servers, specifically with Microsoft SQL Server 2008 R220122017
• Knowledge of KVM, Docker, Openstack, Linux, Windows Server 2008 R220122012 R22016, VMware ESXi v.6+ andor Microsoft Hyper-V 2012+, Red Hat, Active Directory, Network Policy, and Powershell a plus.
• Ability to understand and articulate details associated with existing customer networks and create customer specific procedures to integrate.
• Strong problem solving skills, analytical abilities and ability to deliver on time.
• Ability to work independently and within a team environment, maintaining accountability to management.
• Own issues and exceptions and works them through to resolution.
• Produce transparent written and verbal communications.
• Ensure resolutions are met and communicated transparently to all parties, both internal and external.
• Able to multitask effectively in fast-paced demanding mission-critical environments both as an individual contributor and team member.
• Able to pass extensive criminal andor financial background checks as required by local, state, and federal organizations

#LI-MS1

• High school diploma or equivalent
• 5+ years of experience supporting complex end-to-end network solutions in a Mission Critical environment, including fault tolerant, high availability, and redundant implementations.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 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.