NextGen Operations Technician (Hybrid)

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 Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls). Job Description Location: Allen, TX (Onsite/Remote hybrid) Shift: Wednesday–Saturday, 2:00 PM – 12:30 AM CT The Role We are seeking a NextGen Operations Technician to manage high-availability incident responses for our remote-hosted and Cloud-enabled operations. In this role, you will be the frontline for network surveillance, ensuring service stability and delivering technical support across multiple platforms. Core Responsibilities & Qualifications Incident Management: Triage and resolve service-impacting incidents within SLAs using ServiceNow, managing the full lifecycle of Incident, Change, and Problem management. Network Surveillance: Conduct remote monitoring and event response, utilizing working knowledge of IP networking, interoperability standards, and protocols like VPN, BGP, MPLS, or SIP. Technical Troubleshooting: Diagnose hardware and service errors across routers, switches, servers, and endpoints, collaborating with next-tier SMEs on complex issues. Stakeholder Communication: Provide professional technical support via phone, email, and web portal, keeping stakeholders and vendors informed during critical service events. Technical Literacy: Interpret network drawings (e.g., Visio) to navigate infrastructure and accelerate resolution times. Professional Development: Bring or develop expertise in Cisco (CCST/CCNA), ITIL frameworks, AWS Cloud surveillance, or general telecommunications operations. Operational Readiness: Hold a high school diploma (or equivalent) and maintain the flexibility to work 10-hour shifts, including schedule adjustments based on business needs. Note: This position requires a quiet remote work environment when not onsite and the ability to work the designated swing shift. 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: $60,000 - $64,000 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 Basic Requirements Minimum of a high school diploma Must be able to obtain background clearance as required by government customer Travel Requirements Under 10% Relocation Provided None Position Type Experienced Referral Payment Plan No Our U.S. Benefits include: 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 and more! EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.