Must be able/willing to work nights and weekends.
The Technical Application Support Specialist integrates with a team of Support Engineers and System Technicians to maintain consistent operation of 911 Telephony Hardware and Software. This position is a customer facing role that should develop strong relationships with the customer and all other supporting departments. The Technical Application Specialist also performs consultative leadership of product advice to help drive day to day operational performance for customers.
The following will be core responsibilities of the Technical Application Support Specialist
Call Center front-line customer facing position that supports and configures the hardware and software used in government system implementations.
Build strong and effective working relationships with peers, management, customers, and outside vendors.
Provide exemplary Tier 1 technical support in a timely manner
Log Analysis and remote support of related hardware and software using Linux based tools.
Monitor Motorola Solutions CallWorks Infrastructure using a variety of tools. Take appropriate action to meet service level agreements.
Document all reported issues and progress made, see issues through to resolution via case management software
Escalate incidents that cannot be resolved based on specified time frames to relevant team members
Take ownership of reported technical issues. Identify, communicate, and utilize appropriate resources to resolve respective issues.
Document and distribute Major Incident Review Reports at end of shift to next shift representative
Become a knowledge expert to update and maintain data integrity of various internal database systems used by Motorola Solutions Emergency CallWorks.
Training will be provided, we expect all candidates to actively participate in all provided training and activities.
Selected candidates will be responsible for tracking, updating, and driving progress for their assigned cases.
Candidate's ability to ensure customer satisfaction will be top priority, and monitored.
We expect all candidates to be able to perform tasks with minimal supervision.
Become familiar with Motorola Solutions Emergency CallWorks policies and services.
Comply with Motorola Solutions quality and security policies.
Have the drive to work closely with all other relevant teams to maximize all opportunities.
Have strong interpersonal skills and the ability/willingness to effectively communicate.
Experience navigating directories, troubleshooting, and log analysis on Linux operating systems,
Experience using OpenSUSE or other Linux distributions.
Knowledge of 911 telephony