Customer Support Technician III (Hybrid)

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

Job Description

The Customer Support Technician II reports to the Supervisor of the regional Devices System Support and will be focused on supporting partners of the APX product line.

Responsibilities include but are not limited to:

• Provide front-line technical support by both email and phone for Astro customers

• Use of your excellent communication skills with our customers to ensure that Incidents and Requests are resolved in a timely fashion

• Research and develop fixes for common problems

• Collect summarize and chronologically document technical information

• Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

• Collaborate with various technical organizations when determining customer solutions (Engineering Product Groups etc.) Engages appropriate technical resources as appropriate

• Writing knowledge base articles

• Document all customer issues including characterization restoration resolution and time to fix

• May participate on special projects continuous improvement problem-solving teams

Qualifications:

• A minimum of a High School diploma and 2 years experience in a high technology network Windows administration position specializing in communications systems and technology (such as Windows 10 Remote Desktop or Radio) OR Equivalent Military experience

• 2 years of technology networking experience

• Strong troubleshooting problem-solving and analytical skills

• Information Security theory and best practices

• Communication networks and RF Trunking system knowledge

• General working knowledge of Windows Office or equivalent

• Experience in providing technical support to remote customers

• Knowledge of VoIP and IP telephony

• Familiarity with mobile radio technology and products a plus

• Ability to collaborate across functional lines seamlessly

• Proficient in controlling customer situations and setting customer expectations appropriately

• Able to rely on experience and judgment to plan and accomplish goals

• Self-starter who manages their own priorities and activities

• Excellent written and oral communication skills

• Experience with Firewall WAN LAN and Router Architecture a plus

• A Certification a plus

• Network Certification a plus

• ITIL Foundations Certification a plus

• Fluency in Spanish a plus

• 1 or more Intermediate Level Cert i.e. Network Security CCNA etc.

• ITIL Foundations Certification a plus

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:$70000-$85000

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.

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Basic Requirements

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 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.