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Service Technician Job in Cleveland, Ohio US

Service Technician


Posted: 6/18/2021 - Expires: 9/16/2021

Job ID: 228556208


Job Description

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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 it's 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 OverviewThe 911 Next Gen Core Services team is comprised of portfolio management, operations, and delivery teams.Job Description
The NexGen Core Services (NGCS) Operations Support team is the team that is responsible for making sure each emergency call, voice, SMS and multimedia, is transmitted correctly through paired Data Centers onto the Emergency Services IP Network (ESInet) and delivered to the correct Public Safety Answering Point (PSAP) with accurate ANI and ALI information.

VESTA NEXT Routing Services is a portfolio of products and services that deliver the critical elements to enable and operate a NextGen Core Services (NGCS) solution through the deployment of NGCS Data Centers at multiple locations. VESTA Router is responsible for receiving the incoming emergency calls, voice, SMS and multimedia, in a NENA i3 SIP format from the Data Center and routing them to the proper public safety answering point (PSAP). The role of the NextGen Core Services Manage & Operate Technologist is to resolve technical issues and escalations from the Network and Security Operation Center (NSOC) or directly from the system monitoring tools and third-party vendors in a queued environment while meeting Software Level Agreements (SLA). As a Manage and Operate Technologist you would also be responsible for conducting upgrades, patches and firmware updates across the hardware platform (routers, switches, firewalls, servers), testing backups and failovers. Each update and/or patch has a series of responsibilities including but not limited to internal testing, coordinating with customers and third-party vendors and having a backout plan, if issues arise. Similar responsibilities would be necessary when conducting hardware refreshes every 3 - 5 years. Actively participating in identifying Best Practices, conducting Lessons Learned, and updating system level documentation is also a requirement.

Responsibilities Include

End-to-End troubleshooting of 911 packet data between the Data Center and the PSAP via the ESI network
Respond to alarms and escalations from NSOC and or directly from the monitoring tools
Update and own tickets through closure
Work with internal resources to conduct system audits and optimization
Identify Best Practices and Lessons Learned
Generate templates, FAQ or Knowledge Base articles for frequently reported issues/alarms
Actively participate in 24x7x365 on call rotation
Conduct or work with all parties to perform internal patches, updates, firmware, testing and hardware upgrades
Document changes and present to Change Control Board for approval and execution
Coordinate with all parties to conduct upgrades, patches, backups (red gate), failovers, hardware upgrades and execute test plans
Collaboratively work with all parties to identify, coordinate and execute hardware refreshes
Update central repository after performing any update and or hardware refresh
Proactively monitor Data Centers
Understand and adhere to all industry regulations


Bachelor of Science degree in Computer Science, Computer Engineering, Information Systems, software engineering (or related field)
Certifications in routing, switching, & network security is desired
Experience supporting complex end-to-end network solutions in a Mission Critical environment, including fault tolerant, high availability, and redundant implementations.
Knowledge of communication protocols, client server architectures, computer networking technologies, network security solutions, and software integration.
In depth knowledge of networking protocols, system calls, TCP/IP stack, and OSI model.
Experience with Firewalls, Load Balancers, DNS, Switches, and Routers; preferably Cisco and Fortinet
Experience withServer Virtualization, specifically with VMWare ESXi v.6+ and\or Microsoft Hyper-V 2012+
Experience withDatabase Servers, specifically with Microsoft SQL Server 2008 R2\2012\2017
Knowledge of KVM, Docker, Openstack, Linux, Windows Server 2008 R2\2012\2012 R2\2016, VMware ESXi v.6+ and\or Microsoft Hyper-V 2012+, Red Hat, Active Directory, Network Policy, and Powershell a plus.
Ability to understand and articulate details associated with existing customer networks and create customer specific procedures to integrate.
Strong problem solving skills, analytical abilities and ability to deliver on time.
Ability to work independently and within a team environment, maintaining accountability to management.
Own issues and exceptions and works them through to resolution.
Produce transparent written and verbal communications.
Ensure resolutions are met and communicated transparently to all parties, both internal and external.
Able to multitask effectively in fast-paced demanding mission-critical environments both as an individual contributor and team member.
Able to pass extensive criminal and\or financial background checks as required by local, state, and federal organizations

Basic Requirements
High school diploma or equivalent
5+ years of experience supporting complex end-to-end network solutions in a Mission Critical environment, including fault tolerant, high availability, and redundant implementations.
Experience with Firewalls, Load Balancers, DNS, Switches, and Routers

Travel RequirementsOver 50%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes

Our U.S.Benefitsinclude:

Incentive Bonus Plans
Medical, Dental, VisionbenefitseffectiveDay 1
401K with Company Match and Day 1 vesting
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
and more!

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.

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
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