Job Description

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether its helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Centralized Managed and Support Operations Software Enterprise (CMSO-SE) organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSO-SE organization's Flex Back Office Support team provides in-depth investigation and handling of more complex tickets. It focuses on this and partnering with engineering for resolution of tickets as well as improved knowledge sharing capacity for the Flex organization.

Job Description

The Support team is composed of team(s) of individuals supporting Motorola Solutions software and services to the Public Safety market. GIS Customer Service Technician works on all aspects of our GIS interface in Support of our customers. The GIS Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses.

Primary Responsibilities:

* Manage and work tickets escalated from the Support technicians and customers

* Write and modify Knowledgebase Articles for distribution and mentor and train others to reduce MTTR for tickets in your area of expertise

* Working under minimal supervision, be responsible for reproducing / confirming product defects and reporting such defects to Product Development and Problem Management for permanent resolution

* Knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory); Validating, troubleshooting, and characterizing reported application issues; Web servers; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing)

* Prior experience in: Installing, configuring, and supporting software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing

* Live Phone support for public safety customers; installing and configuring required 3rd party software packages; providing feedback to individual contributors

* Excellent problem solving, troubleshooting, and customer service skills

* Analytical, efficient, and thorough

* Ability to remain calm and courteous under pressure and navigate tense situations

* Possesses strong customer relation & interpersonal skills

* Excellent verbal and written communication skills

* Basic understanding of technical support centers

* 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

Basic Requirements

* Bachelors Degree in GIS or 2+ industry experience

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

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.