Software Service Technician | Remote

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 OverviewThe 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 implementations.
• Knowledge of communication protocols, client server architectures, computer networking technologies, network security solutions, and software integration.
• In depth knowledge of networking protocols, system calls, TCP/IP stack, and OSI model.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers; preferably Cisco and Fortinet
• Experience with Server Virtualization, specifically with VMWare ESXi v.6+ and\or Microsoft Hyper-V 2012+
• Experience with Database Servers, specifically with Microsoft SQL Server 2008 R2\2012\2017
• Knowledge of KVM, Docker, Openstack, Linux, Windows Server 2008 R2\2012\2012 R2\2016, VMware ESXi v.6+ and\or Microsoft Hyper-V 2012+, Red Hat, Active Directory, Network Policy, and Powershell a plus.
• Ability to understand and articulate details associated with existing customer networks and create customer specific procedures to integrate.
• Strong problem solving skills, analytical abilities and ability to deliver on time.
• Ability to work independently and within a team environment, maintaining accountability to management.
• Own issues and exceptions and works them through to resolution.
• Produce transparent written and verbal communications.
• Ensure resolutions are met and communicated transparently to all parties, both internal and external.
• Able to multitask effectively in fast-paced demanding mission-critical environments both as an individual contributor and team member.
• Able to pass extensive criminal and\or financial background checks as required by local, state, and federal organizations

#LI-RS1

Basic Requirements

• High school diploma or equivalent
• 5+ years of experience supporting complex end-to-end network solutions in a Mission Critical environment, including fault tolerant, high availability, and redundant implementations.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].