SaaS Support Technician (ILPS) 8/16/2016

Motorola Westminster, CO

Company
Motorola
Job Classification
Full Time
Company Ref #
116020
AJE Ref #
575895989
Location
Westminster, CO
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

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Responsibilities
The Support team is comprised of a group of people supporting Motorola Solutions software and services to the public safety market. The Smart Public Safety Solutions Support System Technologist is a front line customer facing position that supports and configures the hardware and software used in customer implementations.

Become expert on front-end of all ILPS/CommandCentral Applications
Strive to learn Tier 2 level of knowledge
Provide all necessary information in an intelligible, formatted way for Tier 2
Answer calls for service in a quick and efficient manner
Monitor application performance as applicable, take appropriate action when needed
Case management via parallel ticketing systems
Meet performance goals and deadlines
Install, configure, and support Motorola Solutions software
Install and configure required 3rd party software packages
Answer customer questions on application usage and administration
Create and update technical documentation
Log information into internal case tracking systems
Validate, troubleshoot, and characterize reported application issues
Customer account management with our customers
.

Specific Skills
SmartClient, NetSuite, JIRA, and Team Foundation Server
Amazon Web Services
SaaS based monitoring tools
HTML Development
Microsoft SQL Server
Virtualization Software
Network Load Balancing and Clustering
Network Services (DNS, IP, HOSTS, Routing)
Hardware Blades and SANs
Excellent verbal and written communication skills
Basic understanding of technical support centers
Ability to work individually and within a team
Ability and willingness to build upon existing skill sets

Experience Required
1 - 3

Basic Qualifications
High School Diploma or GED 2+ years experience working in customer support or tech support environment IT related Associate's Degree or higher is preferred but not required Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract Will be required to submit to a full background check