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

Join our global technical support organization as a Technical Support Analyst where you will help to provide tier-one and tier-two troubleshooting for our Avigilon Alta Video and Access solutions. Working in a people-first inclusive culture you will help to ensure our installation partners and end users receive exceptional technical this role you will leverage advanced diagnostic tools alongside Assist our intelligent AI assistant powered by Priority Intelligence to analyze complex network logs and resolve system challenges delivering a premier Assisted Experience for those we protect. We invite applicants with a Bachelors degree or equivalent practical experience to apply and join our mission-driven team.

Key Responsibilities:

Technical Resolution & Diagnostics

• Analyze troubleshoot and resolve hardware cloud software mobile applications and network issues for Avigilon Alta platforms

• Replicate customer environments in our technical labs and analyze system logs to diagnose complex physical security integration issues

• Observe and analyze system performance metrics to proactively identify resolution paths for cloud video and access control systems

Partner Success & Collaboration

• Collaborate with senior escalation engineers and product development teams to resolve advanced customer inquiries across multiple channels

• Contribute to our active Knowledge-Centered Service (KCS) by creating editing and publishing comprehensive technical knowledge base articles

• Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments

Job Requirements:

Technical Expertise

• Network Troubleshooting to resolve IP routing DNS configuration and firewall communication issues

• Multi-OS Support to troubleshoot enterprise applications in Windows Mac or Linux environments

• Technical Certifications such as CompTIA A Network or CCNA

Professional Experience

• Multi-Channel Delivery to manage and resolve customer inquiries via phone email tickets and chat systems

• Case Management to thoroughly document diagnostic steps and resolve cases within CRM ticketing platforms

• English Proficiency to deliver clear professional technical explanations to partners and customers

Preferred Qualifications

• Experience with IP-based video management systems or cloud access control systems

• Knowledge of Windows Server administration

• Practical familiarity with physical low-voltage wiring relay connections or peripheral door hardware

Target Base Salary Range:$52900 - $59900

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

• 1 years of Technical Support experience.

• High School Diploma or equivalent.

• 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.