If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department OverviewCentralized Managed and Support Operations (CMSO) 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. CMSO is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization
The Solutions Support team within the CMSO - is a very technically based group, designated for Tier 3 PremierOne Application escalations from the Customer Support organization. The team also acts in a fashion to provide technical specialist duties to other internal Motorola departments (DBA/Code Debugging/System Audit/SCOM configurations, etc). The Solutions team is the input point for many teams regarding high level customer based issues. The team is the sole gateway into the engineering groups for input of code related defects within the Services organizations (CAD, Mobile, Records, Jail, and Suite applications). They play a pivotal role in assessing critical issues in a timely manner, and determining if code defect or configuration change is required. The Solutions Support team is involved in Incident management as a Tier 3 functional escalation point for Support, but is also the sole owner of the Problem Management process for the PremierOne product in for root cause analysis on these issue.
Job Description

THIS IS A POSITION FOR CAD/MOBILE SPECIALIST ON THE SOLUTIONS SUPPORT TEAM 

The CAD/Mobile Technician Specialist will be responsible for various customer supporting functions and products including CAD/Mobile systems, related services interfaces, and other various ancillary systems. Basic network and infrastructure knowledge will contribute to a successful position. Primary duties will include acting as a level 3 tier of support - working within a ticketing system to handle customer issues, functionally escalated from the Support and Onsite Admin groups. Duties will also include working with the CAD/Mobile engineering teams to enter and classify defects based on these customer found issues. Position requirements may require strict background checks within our customer requirements - in order to gain remote access to these highly sensitive customer systems. The candidate must have excellent technical and interpersonal communication skills.

Solutions CAD/Mobile Technician Specialist Competencies:

• Works with Motorola Support, Product Management, Engineering, and Business Analyst groups to troubleshoot reported problems and system outages, identifies root cause, communicates and documents resolution within an internal case tracking software.
• .Primary duties will include acting as a level 3 escalation point - working within a ticketing system to handle customer issues, functionally escalated from the Support and Onsite Admin groups
• GIS application knowledge
• Gathers data that will aide in code fixes specific to the customer’s environment, and/or defects identified within a specific product.
• Work closely with the CAD/Mobile engineering teams to enter and classify defects based on customer found issues.
• Easily recognizes system deficiencies and understands what information must be collected and evaluated to implement effective software solutions.
• Position requirements may require strict background checks, based on individual customer requirements - in order to gain remote access to these highly sensitive and secure systems.
• OnCall duties for off-hours issues - on a rotational schedule.

Organizational Responsibilities Development

• Highly effective and efficient in managing workload.
• Ability to follow processes regarding operational structure.
• Conducts effective progress evaluations in a timely manner.
• Willingness and ability to communicate with other teams/departments in order to ensure customer satisfaction and system stability.
• Seeks and participates in development opportunities above and beyond training required by Motorola.
• Trains and/or mentors other innovators through both formal and informal training programs.
• Suggests areas for improvement in internal processes along with possible solutions.
• Works well as a single resource, and as a member of a team.

Professional Qualities Leadership:

• Pursues excellence in all aspects of the business.
• Builds expert knowledge in the Mission Critical Software and Public Safety Solution Industry.
• Helps to determine new, creative ways to employ the team’s knowledge and abilities on projects, both internal and external.
• Works both internally and w/ external teams to collaborate, problem solves and deliver the highest quality services to both internal and external customers.
• Continually seeks and capitalizes upon opportunities that will improve customer satisfaction and strengthen customer relationships.

Preferred Skills:

• 3+ years of Public Safety Applications experience involving CAD /Mobile applications
• In-depth knowledge of Windows Application and SQL Database Server environments.
• Basic Network and Infrastructure knowledge. Experience with Firewalls and routers; Fortigate preferred
• Ability to troubleshoot application system issues including hardware, networking and third party components preferred
• Experience with MS SQL Server and Desktop Operating Systems (MCSA/MCSE Skills)
• Experience with MS SQL Server, ODBC and Ops Manager (SCOM) preferred
• Extremely proficient in basic computer skills related to day to day operations (Email/Word Processing/Messenger Applications/Etc)
• Ability to pass stringent background checks based on local and Federal fingerprint submissions.
• Simple computer functions will need to be completely proficient on a day to day basis (Email, Word Processing, Messaging, Intranet Website Browsing, etc)
• Basic understanding of Windows client and Server applications/concepts will be required.
• Ability to effectively perform in high a high urgency and high stress situations will be necessary.
• Being able to efficiently troubleshoot and diagnose system issues quickly and accurately will be a general requirement of the position.
• Customer facing issues will require interaction with high level customer authority figures - at points in time. Professionalism is a critical component to everyday duties.
• Previous knowledge of the PremierOne Application Suite is a plus.
• 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

Base pay for this role will be $85,000-$95,000 per year

Basic Requirements

• Bachelor’s Degree OR 4+ years of professional experience
• Must be able to obtain background clearance as required by government customer

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.