Customer Support Technician II

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Department Overview

The Customer Support Technician II is a reactive role within the Astro Infrastructure Technical Support Organization. TSO provides remote technical support Monday through Friday (8x5) as a component of the broader model to ensure the availability of mission critical radio systems. Ensuring public safety for our commercial and government customers while delivering a great customer experience is paramount. This team addresses new and existing tickets and works closely with customers field teams and the escalation team to restore service and drive incidents to resolution.

Job Description

The Shift for this role is 10:30am - 7:00pm Monday - Friday

Responsibilities of the Customer Support Technician II include but are not limited to:

• Provide mission-critical technical support of Motorola ASTRO systems. Support public safety for commercial and government customers.
• Maintain consistent communication by phone email and ticket update with customers and other Motorola Solutions teams. Drive incidents to resolution.
• Escalate any incidents that cannot be resolved within specified time frames based on severity and priority of customer issues.
• Collect information and document initial triage and steps taken towards resolution of an incident.
• Implement resolution to known problems through the use of knowledge articles.
• Create knowledge articles for resolution of problems not yet documented in the knowledge database.
• Ensure support and performance metric requirements are met.
• Track and drive all outages/issues through the return to normal services.
• Respond to customer incidents in a timely fashion and in compliance with service level agreements.
• Build strong and effective working relationships with internal and external customers.
• Collaborate across functional lines seamlessly.
• Work to control customer situations and setting customer expectations appropriately.
• Familiarize and comply with Motorola quality security and operational policies and practices.
• Provide feedback and input to help build processes. Provide guidance and support for continual improvement.
• Responsible for updating and maintaining data used for support.
• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
• Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision.

Required Skills and Experience:

• Experience working with Active Directory
• Working knowledge of Windows/Windows Server OS
• Working knowledge of Linux/Unix OS
• Experience with Network Troubleshooting
• This position is subject to working in high security areas governed by the US Department of Justices Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Desired Skills and Experience:

• Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems
• Working knowledge of Server Virtualization including VMWare/ESXi
• Working knowledge of McAfee Security Suite
• Experience providing Technical Support via Telephony
• Experience working with Remedy ServiceNow or other Ticketing Systems

This position is subject to working in high security areas governed by the US Department of Justices 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: $65000k - $70000k

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.

This position is a hybrid position.
#LI-DB1
#LI-HYBRID

Basic Requirements

• High School Diploma or Equivalent
• 2 years of Technical Support 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

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our :

• Incentive Bonus Plans
• Medical Dental Visionbenefits
• 401K
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 thisReasonable Accommodations Formso we can assist you.