Software Service Technician | Remote

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The 911 Next Gen Core Services team is comprised of portfolio management, operations, and delivery teams.

Job Description

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

• Must be able to work each of the three shifts on a rotational basis

• 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 implementa