Onsite WAVE VoIP Engineer

Company Overview 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. Department Overview The US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Technical System Manager department of the USFGMD is responsible for service supporting a charter of implementing, integrating and servicing complex systems sold worldwide to the US Federal Government. As a USFGMD Onsite Field Service Tech IV you will be exposed to a wide variety of communications requirements in both the Presale and Post Sale phases of a project. These applications span the entire breadth of the US Federal Government throughout the world.

The Onsite WAVE VoIP Engineer will be the primary source of contact and communication for all WAVE technical issues and must sit onsite in Orlando, FL to work directly with the teams. The Onsite WAVE VoIP Engineer will oversee, manage, and coordinate the execution of maintenance issues and will serve as points of contact for issue resolution, issue escalation as well as monitoring of the system’s technical performance. Provide for system support, maintenance, and updates of the WAVE System. Experience with VoIP or VoIP networking Assign user licenses, build and maintain individual user account configurations, manage certificate distribution, execute channel patching, manage and execute requests for federated WAVE convergence with outside organizations for interoperability support to field operations. Perform weekly system maintenance checks, install software updates and bug fixes, maintain currency on new WAVE feature releases and coordinate upgrades with the customers’ management. Monitor external host system upgrades or changes and manage WAVE system dependencies to insure continuity of operations. Serve as the customer focal point to coordinate WAVE software support from the Motorola Solutions WAVE software support team. Fulfill reporting tasks as directed by our customer. Coordinate with contractors and entity representatives to ensure regulations and policies are adhered to. Test or verify back-up systems on a regular basis or as required by our customer. Ensure that our customer receives the level of technical support agreed upon in the support plan. Communicate the resolution of major system problems and address system status. Facilitate resolution of technical problems with Motorola Solutions Field teams, Central Service organizations, Product teams, Engineering teams, Product Services, and the Customer Response Center. Manage WAVE infrastructure emergency repair efforts and escalation procedures. Participate in regularly scheduled meetings with customer officials and/or user groups to review system and service support performance and address technology and/or operations issues that surface. Provide the customer with technical recommendations to improve WAVE System performance. Assist with infrastructure inventory management of spare parts and supplies. Identify failure trends, systemic issues, chronic problems, and/or improvement possibilities. Coordinate and lead technical resources for resolution of open Customer Service Requests cases. Identify process failures and take corrective