VESTA System Manager

About This Role

This role is responsible for providing advanced technical support for Public Safety software solutions, managing customer relationships, and ensuring contractual commitments are met for Motorola Solutions' clients in Idaho.

Responsibilities

• Travel to customer sites in Idaho upon dispatch from MSI technical support
• Provide preventative maintenance on a scheduled basis at customer sites
• Manage and lead day-to-day activities to meet contractual commitments documented in the Maintenance Agreement
• Manage and lead the customer relationship
• Ensure customer satisfaction goals are met
• Procure and coordinate internal resources as needed
• Ensure compliance with response/restoration time commitments
• Remotely diagnose system failure and facilitate call management
• Manage Emergency Service efforts and escalation procedures

Requirements

• 4+ years of customer support experience
• 3+ years of IT support experience
• Strong written and oral communication skills (Fluent in English)
• Strong soft skills, interpersonal communication, and problem-solving skills
• Ability to handle stressful situations & troubleshoot critical issues
• Working knowledge of Analog and Digital Telephony
• 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 in troubleshooting LAN/WAN
• Experience with VOIP applications
• Experience troubleshooting 3rd party application integration
• Minimum of a High School Diploma
• 3+ years of Public Safety Applications experience or 3+ years of IT experience
• Ability to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely

Qualifications

• 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

Nice to Have

• Vesta 9-1-1 product line expertise
• Experience with VMware virtualization suites
• Experience with Cloud Technologies (Azure or AWS)
• Experience with Computer Telephony Integration (CTI) Applications
• Experience with database related technology and administration (MySql or SQL Server)
• Experience with firewalls and security related applications
• Experience with GIS applications

Skills

* Required skills

Benefits

Certifications