Be an early applicantLess than 25 applicants

Company

Motorola Solutions · 1 day ago

Senior Software Application Specialist US Remote

Schaumburg, IL

Full-time

Remote

Mid, Senior Level

$75K/yr - $80K/yr

2+ years exp

Maximize your interview chances

Cyber SecurityTelecommunications

Growth Opportunities

No H1B

Insider Connection @Motorola Solutions

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Supports the operation, installation, maintenance and service of Motorola Solutions Products.

Provides Senior level Tier 3 customer and technical support via telephone to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution.

Manage tickets in a timely manner within service management tools.

Troubleshooting a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues.

Creating and maintaining strong customer relationships.

Deploying and managing software upgrades.

Act as escalation point for complex trouble tickets for Tier 2 Support.

Acts as the Technical Support escalation point for customer field service technicians.

Mentor customers in the areas of product knowledge, troubleshooting and case management.

Develop, maintain, review and delivers technical, product support and workflow documentation.

Participate in on-call rotation for support calls and escalations.

Works variable shifts dictated by support needs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportNetworking FundamentalsTroubleshooting Software ApplicationsNG911 SystemsIP NetworkingServer EnvironmentsLinuxWindows ServerVMwareGoogle SuiteCustomer Relationship ManagementJuniperHPCiscoMentoringDocumentation

Required

Highschool diploma or equivalency

2+ years of technical support experience

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

Provide advanced technical support of Public Safety software solution in a fast-paced & dynamic environment.

Escalation point for complex trouble tickets.

Must have knowledge of desktop support, networking fundamentals (LAN, WAN, routing and switching), telephony hardware, troubleshooting software applications and diagnosing complex system architectures.

Must be a diligent researcher and learner.

Love in-depth troubleshooting and reproducing issues.

Create, update, manage, and resolve support tickets.

Empower team via knowledge transfer.

Regular interfacing with customers via phone and through remote connection.

Participation in on-call rotation required.

Supports the operation, installation, maintenance and service of Motorola Solutions Products.

Provides Senior level Tier 3 customer and technical support via telephone to customers in solving Hardware, Software, & Configuration of a NG911 Call Taking and Dispatching Solution.

Manage tickets in a timely manner within service management tools.

Troubleshooting a wide range of technical issues from front end gui issues to server-side application, GIS, database, telco-related, desktop or system issues.

Creating and maintaining strong customer relationships.

Deploying and managing software upgrades.

Act as escalation point for complex trouble tickets for Tier 2 Support.

Acts as the Technical Support escalation point for customer field service technicians.

Mentor customers in the areas of product knowledge, troubleshooting and case management.

Develop, maintain, review and delivers technical, product support and workflow documentation.

Participate in on-call rotation for support calls and escalations.

Works variable shifts dictated by support needs.

Preferred

Experience, good understanding, and working knowledge of IP networking, network design methodologies and troubleshooting. (Ethernet, TCP/IP, L2/L3, MPLS)

Experience, good understanding, and working knowledge of Server Environments, Linux, Windows Server & VMware, highly desirable.

Must be highly computer literate with proficiency in applications such as Google Suite, document creation, spreadsheet creation, email and others.

Must have strong self-management skills and 'people' skills to work closely with Motorola’s customers and subcontractor, as well as Motorola Sales, DevOps, Engineering, Project Management, and customer service teams.

Must possess a working knowledge of server hardware/OS, software infrastructure and elite troubleshooting skills to resolve system/application related issues.

Must be able to solve customer problems quickly during stressful situations.

Experience/knowledge in NG911 call handling systems. Motorola CallWorks and Vesta preferred.

Previous knowledge and experience working with some or all of the following network equipment: Juniper, HP, & Cisco.