NextGen Operations Technician

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.

Work schedule for the NextGen Operations Technician:

Day Shift

Wed. Thurs, Fri, Sat 7:00 am to 5:30 pm (Central Time)

Location

Work is primarily performed onsite at the Allen, TX, office location. 

General responsibilities

NextGen Operations Technicians execute high-availability incident response for remote-hosted and Cloud-enabled customer operations. 

• ServiceNow Incident Management, Change Management, and Problem Management

• Remote network surveillance and event response

• Triage and resolution of service-impacting incidents within SLA’s

• Participation in complex troubleshooting with next-tier SME’s

• Customer-facing technical support delivered via telephone, email, and web portal

• Stakeholder communication during service-impacting events

• Vendor ticket management

Qualifications 

• Working knowledge of IP networking and interoperability standards

• 1+ years of experience troubleshooting IP network connectivity

• 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

• Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

• Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)

Preferred Skills

• Network Operations or Telecommunications industry experience

• Cisco CCST or CCNA certification a plus

• ITIL Certification

• AWS Cloud surveillance

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

Target Base Salary Range: :$55,000- $60,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1

• Minimum of a high school diploma or equivalent

• 1+ years of relevant Networking experience

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

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.