VESTA Onsite System Manager, State of Utah / VESTA North America Roamer

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Video and Software Services (VSS) Field Support organization is the team that supports our public safety agencies throughout the world. We are committed to providing services for our customers who use MSI products; allowing them to focus on their mission and enable them to respond faster. Our field teams are focused on providing services and administration of various public safety software products such as 9-1-1 Call Handling, Real-Time Crime Center, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

This position will be located in the state of Utah and will be a System Manager role within the VSS Field Services Emergency Call Handling Support Team. The role will be responsible for traveling to customer sites within the state or working virtually to admin and manage the state-wide VESTA 911 System and VESTA NGCS network (EsiNET).  As part of this role, the team member will also be asked to help with other 9-1-1 sites throughout North America as needed. 

The System Manager role will assist in delivery of MSI contractual support agreements by coordinating with and assisting various existing Onsite support models in-person and remotely, and by enhancing MSI’s role in providing additional services and product/support satisfaction for the customer. The System Manager will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for complex trouble tickets. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures. Must be diligent at researching, troubleshooting, and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture.

THIS IS A DEDICATED SYSTEM MANAGER  POSITION FOR THE VESTA 911 INSTALLATION IN THE STATE OF UTAH, WHO WILL ALSO ASSIST WITH OTHER VESTA 911 INSTALLATIONS THROUGHOUT NORTH AMERICA

The System Manager responsibilities include but are not limited to:

• Travel to the 30+ dispatch centers within Utah to perform preventative maintenance, troubleshooting on break-fix cases, and work on change projects tied to the statewide 9-1-1 system.

• Occasionally travel in the US and Canada to assist and substitute for current Onsite System Managers in their various 9-1-1 support roles.

• Manage and lead day-to-day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer

• Manage and lead our relationship with the local service partner

• Manage and lead our relationship with the customer

• Ensure that customer satisfaction goals are met both internally and with the customer

• Procure and coordinate any internal resources that may be needed

• Ensure compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

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

• Strong written and oral communication skills. (Fluent in English, oral and written)

• Strong soft skills, interpersonal communication, and problem-solving skills.

• Ability to handle stressful situations & troubleshoot