Customer Support Technician III (Hybrid)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're 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 that's 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 OverviewYou will be responsible for supporting our team of partners and customers of our flagship Astro technology and APX product line. In addition, you will be supporting Motorola's Solutions Commercial Two-Way products as well as some Video products. This position will be providing remote first and second level support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality, timely support to customers. You will be also collaborating with the engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to rapidly learn about our technology and products. We are looking for a high-energy, forward-thinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.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

Strong troubleshooting, problem-solving and analytical skills

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 Justice's "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 : $70,000-$85,000

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

• 3 years experience in a network or Windows support position, specializing in communications systems and technology
• A minimum of an Associate's Degree + or equivalent military experience.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be able to obtain background clearance as required by government customer

Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes

Our U.S.Benefitsinclude :

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 you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're 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.