Technical Support Analyst (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. 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

Location: Allen TX (Hybrid minimum 2 days per week in-office)

Reporting to the Technical Support Team Lead the Technical Support Analyst ensures critical customer issues are resolved or escalated with precision and efficiency. Success in this role requires a customer-first mentality a systematic approach to troubleshooting and a genuine curiosity for diverse technologies. If you thrive in a fast-paced environment and enjoy solving complex puzzles this is the role for you.

What You Will Do

• Expert Troubleshooting: Provide exceptional support via phone chat and email by researching and resolving complex issues related to Video Management Systems cameras servers and IP networking.

• Ownership & Empathy: Take full responsibility for the customer journey managing urgency and expectations while maintaining grace under pressure during critical technical escalations.

• Documentation & Precision: Concisely document hardware software and network configurations within the case management system to ensure internal alignment and historical accuracy.

• Strategic Prioritization: Balance competing tasksincluding live inbound requests and existing case managementto meet business needs and service level agreements.

• Agile Learning: Maintain a deep understanding of evolving MSI Video products and networking protocols (TCP/IP UDP Multicasting) to keep pace with rapid innovation.

• Collaborative Problem Solving: Work independently and alongside team members to develop creative solutions utilizing KCS methodology and cross-functional collaboration.

Qualifications

• Experience: 2 years in IT with a relevant degree/diploma or 45 years of equivalent professional experience.

• Technical Savvy: Proficiency in installing and configuring various operating systems and networking hardware; certifications like CompTIA A CCNA or MCSA are highly valued.

• Communication: Strong interpersonal skills with the ability to translate complex technical concepts for users of all skill levels.

Operational Details

• Standard shifts are 8.5 hours between 6 AM and 6 PM MondayFriday.

• Flexibility for occasional weekend on-call rotations and shift adjustments based on business needs is required.

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: $50000 - $55000

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

• 2 years of relevant experience in an IT environment with a Bachelors Degree in a related field of study -OR- 4-5 years of relevant experience in a n IT environment

• 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

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.