System Manager (Integrated Call Control)

• System Manager (Integrated Call Control)
• 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.

We build and connect technologies to help protect people, property and places.

Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.

Connect with a career that matters, and help us build a safer future.

Department Overview

CCSS (Command Center Software Solutions) 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 groundbreaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations.

CCSS deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems, Call‑Handling solutions and Mobile Data Computing, among other offerings.

CCSS is a fast‑paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description

THIS ROLE IS AN ONSITE ROLE WORKING OUT OF THE PRINCE WILLIAM COUNTY PUBLIC SAFETY FACILITY IN WOODBRIDGE VA. APPLICANTS MUST RESIDE WITHIN COMMUTING DISTANCE OF WOODBRIDGE, VA.

This role is responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities and growing MSI’s role in providing additional services for the customer.

The role is directly responsible for the health and performance of the Integrated Call Control call handling solution.

Provide advanced technical support of Public Safety software solution in a fast‑paced environment.

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 a diligent researcher, troubleshooting and reproducing issues to resolution.

Must be capable of installing server hardware/OS, troubleshooting system infrastructure and application architecture.

Responsibilities

• 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.
• 3+ years of customer support experience.
• 3+ years of IT support experience.
• Strong written and oral communication skills. (Fluent in English, oral and written)
• Strong teamwork, interpersonal communication, and problem‑solving skills.
• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
• Working knowledge of Analog and Digital Telephony.
• Microsoft MCSE or equivalent experience.
• Cisco CCNA certifications or related experience.
• 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 with VOIP applications.
• Experience troubleshooting third‑party application integration.
• 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.
• Desired Qualifications
• 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 (My Sql or SQL Server).
• Experience with firewalls and security related applications.
• Experience with GIS applications.

Benefits

• Incentive Bonus Plans
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

• and more!

Basic Requirements

High School diploma, Associate's or Bachelor’s degree with 3+ years of IT Support Experience required.

Must be able to obtain background clearance as required by government customer.

Legal authorization to work in the U. S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Travel Requirements: Under 10%
• Relocation Provided: None
• Position Type: Experienced
• Referral Payment Plan: Yes

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 Motorola 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 complete this Reasonable Accommodations Form so we can assist you.

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