Technical Support Specialist (Hybrid)

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.

Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people property and places. Within the Motorola Network Operations Center our team enables the collaboration that is critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. We deliver 24/7 mission-critical operations to analyze real-time alerts maintain optimal network availability and help to ensure rapid response when critical issues arise.

As a Technical Support Senior Specialist you will drive swift effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security server and networking technologies. We believe that everything starts with our people and we empower each team member to take complete ownership mentor colleagues and foster a customer-first mentality. Bachelors degree or equivalent practical experience is valued for this role.

Key Responsibilities:

Technical Troubleshooting & Escalation Management

• Analyze research and systematically resolve complex technical issues related to video management systems cameras servers and IP networks across phone and digital channels

• Observe and evaluate critical system alerts within the Network Operations Center helping to ensure rapid response accurate case documentation and appropriate technical escalation

• Collaborate closely with Engineering teams on an as-needed basis to prioritize drive and resolve complex technical cases

Customer Experience & Process Leadership

• Help to provide an exceptional empathetic customer experience across incoming calls live chats emails and escalated requests while effectively managing competing priorities

• Help to ensure timely accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed

• Practice Knowledge-Centered Service (KCS) principles to document software hardware and network details accurately in the case management platform

Continuous Learning & Team Mentorship

• Maintain up-to-date expertise in evolving MSI products and technologies keeping pace with continuous innovation across the safety and security ecosystem

• Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices

• Guide customers and partners toward adopting optimal system configurations and operational best practices

Job Requirements:

Technical Expertise

• IP Networking to configure diagnose and troubleshoot routers firewalls wireless technologies RTP TCP/IP UDP IGMP and Multicasting protocols

• Operating Systems & Hardware to install configure maintain and resolve issues across diverse software server and hardware platforms

• Video Security Systems to analyze and support Video Management Systems (VMS) IP cameras and streaming video standards (such as ONVIF)

• CRM Systems to manage case queues maintain tracking logs and prioritize tasks effectively

Professional Experience

• Technical Problem Solving to apply analytical skills systematically isolate technical root causes and resolve issues efficiently

• Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels

• Priority Management to prioritize workload effectively under pressure across multiple incoming request channels

• Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams

Preferred Qualifications

• Certifications such as CCNA CCNP MCSA MTA LFS MCSE or CompTIA A

• Experience working within environments utilizing the Knowledge-Centered Service (KCS) Methodology

• Direct experience in the Video Security Physical Security/Surveillance or Access Control industries

• Post-secondary education (Degree Diploma or Certificate) in Computer Science Engineering or a related software/computer field

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: $60000-$66000

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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#LI-Hybrid

• High School Diploma or equivalent

• 2 years of technical support experience in an IT contact center or network operations 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.

Under 10%NoneExperiencedYes

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.