PremierOne Back Office Technician

Motorola Solutions - Jersey City, NJ

Full-time - Mid Level

Jersey City, NJ

Computer and Electronic Product Manufacturing

About the position

The PremierOne Back Office Technician at Motorola Solutions is responsible for providing technical support for various customer systems, including Computer Aided Dispatch (CAD) and Records Management Systems. This role involves troubleshooting issues, managing customer incidents through a ticketing system, and collaborating with engineering teams to address defects. The technician will support public safety operations, ensuring that critical systems function effectively, and will participate in on-call duties as needed.

Responsibilities

• Act as a back office support technician handling customer issues within a ticketing system.
• Work with designated Engineering teams to enter and classify defects based on customer issues.
• Solve problems by identifying the root cause of reported incidents, whether related to application use or product code.
• Gather data to aid in code fixes specific to the customer's environment and defects identified within products.
• Manage reported application and system issues to ensure full functionality for end users.
• Support customers relying on their dispatching systems for public safety operations.
• Build expert knowledge in the Mission Critical Software and Public Safety Solution Industry.
• Collaborate with various teams including Support, Product Management, Engineering, and Customer Success.
• Utilize relationships among Motorola teams to determine the best approach to support customers and their systems.
• Update customers on incident status, next steps, and resolution of issues through the support ticketing system.
• Participate in a rotational schedule for after-hours on-call support.

Requirements

• 3+ years of Technical Customer Support experience.
• 2+ years of Public Safety Applications experience involving CAD applications.
• Technical knowledge and experience with MS SQL Server, MS Windows Server, MS Ops Manager, and Desktop Operating Systems.
• Ability to troubleshoot and diagnose system issues efficiently.
• Ability to represent oneself and the company with professionalism.
• Ability to pass stringent background checks based on local and Federal fingerprint submissions.
• Ability to participate in on-call duties for off-hour issues on a rotational basis.

Nice-to-haves

• In-depth knowledge of Windows Applications, Servers, and SQL Database Server environments.
• Basic Network and Infrastructure knowledge, including experience with Firewalls and routers (F5 and Fortigate preferred).
• Ability to troubleshoot application system issues including hardware, networking, and third-party components.
• Previous knowledge of the PremierOne Application Suite.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave