NG911 On-site System Manager (Federal)

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 The Federal Command Center Software Services (CCSW) Field Service Operations department provides on-site support for NG911 Public Safety Answering Points. Job tasks include but are not limited to implementation, maintenance and support of 911 call taking and dispatch solutions. This department works with DevOps, Engineering and Technical Support to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. Job Description This position will be dedicated to the USMC 911 Public Safety Lab located in Charleston, South Carolina and will be supporting the VESTA 911 Call Handling System. The role will be responsible for on-site testing and on-going management of the system. The On-site System Manager role will assist in the delivery of MSI contractual support agreements by coordinating with and assisting the various existing on-site 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 a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/OS, troubleshooting system infrastructure, and application architecture. Must have flawless people skills and is comfortable working with base leadership in maintaining the installed system and resolving outstanding issues that arise. The System Manager responsibilities include but are not limited to: Be on-site at the USMC base at Charleston, SC during business hours as needed. Support remotely and on-site various USMC 911 systems within the US. Manage and lead day-to-day activities in meeting MSI’s contractual commitments. 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 maybe needed Ensures compliance with response/restoration time commitment Remotely diagnose system failure and facilitate call management as applicable Manage Emergency Service efforts and escalation procedures Skills: 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 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 a ... (truncated, view full listing at source)