Flex GIS Support Specialist
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewThe 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.
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.
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
Bachelor’s Degree in GIS or 2+ industry experience
Must be able to obtain background clearance as required by government customer
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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.