Junior IT Technical Support Analyst

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. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats 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

Job Description

Part of a Global team responsible for defining and coordinating the efforts of technicians. These technicians serve as a point of contact for customer service and technical support. The primary responsibility of this role is to assist in establishing policies and procedures that technicians will use to support our employees with their technology needs including desktop support and mobile devices. Knowledge of Windows 11 Mac OS G-Suite and ServiceNow is required. The ideal candidate should be an effective communicator who enjoys working in a team environment with a focus on customer support and user experience as the top priority.

Scope of Responsibilities / Expectations

• Responsible for documenting maintaining and monitoring local and global processes policies and procedures. This includes the tools that will be used by the technicians when and how they use them how the technicians interact and communicate with their users and identifying areas for improvement.

• Delivering technician training. As Global processes are defined and documented will be required to provide technician training for new tools and procedures. This will be informal internal training presenting new processes to the technicians.

• Provide support during escalations and scheduled events. For example when issues occur with any of the policies procedures or tools it is escalated to the technical operations team to determine the root cause resolve the issue and update the policy procedure or tool when required.

• Assist with inventory management tasks.

• Participate in automation and script development for repetitive activities.

• Participate in continual improvement of ITIL processes through the development and implementation of supporting documentation and procedures.

• Prioritize and escalate critical issues following defined processes.

• Expand knowledge and learn new systems and procedures.

• Occasional support of the local employee base with their technology needs including desktop support issues.

• Be a local representative of the MSI IT Guide program providing assistance to local resources for questions related to the common IT applications including but not limited to Google Suite Remote/VPN Connectivity and Chromebox services.

Basic Requirements

• Associates or Bachelors degree in Computer Science

• Fluent communication skills in English

• Prior technical experience 2 years of IT/Computer experience

• One or more of the following certifications: ACMT ( Apple) CompTIA A Certification Google IT Support Professional.

• Work an altered shift 11:00am - 7:00pm CET

Desired Background/Knowledge/Skills

• Knowledge of PC hardware

• Experience supporting Windows 11 and Mac OS

• Android and IOS experience

• Able to read and understand technical manuals procedural documentation and OEM guides.

• Strong analytical and problem-solving skills

• Ability to communicate effectively with others both orally and in writing.

• ServiceNow Experience
  

In return for your expertise well support you in this new challenge with coaching & development every step of the way. Also to reward your work youll get the following:

• Contract of Employment (UoP)

• Private medical coverage Multisport

• Life insurance (two annual incomes)

• Employee Stock Purchase Plan 15% discount for buying Motorolas Stock units

• Employee Pension Plan 35 % of the months salary gross which goes to the retirement account

• Yearly salary increase (depends on individual performance)

• Yearly bonus (depends on company performance)

• 8 hours working day (30 minutes lunch break included).

• Hybrid work mode (one to two times from the KRK office per week)

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Company

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.