ASG Support Technician - US Remote (Overnight Shift)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewVaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations.The Product Management Team works to ensure that products are aligned with customer needs and requirements, taking input from customers and internal stakeholders to define requirements for software development that enhance the product's value to the customer.
Position Description
As an ASG Support Technician Tier 2 you will provide excellent customer service to new and existing customers by independently troubleshooting, installing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. The Support Technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.
Job Description

As a Support Technician team member, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The Technical Support II will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.

• Ensure timely and accurate set up of all systems

• Phone Support during regular business hours and on-call availability during off hours

• Monitor Chat sessions to assist other team members

• Test systems to ensure they are working correctly

• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.

• Follow the department process, procedure, and metrics for a technical support III technician

• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system

• Train customers on use of systems including software, hardware and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic

Preferred Qualifications:

• Associates Degree in a relevant field and 1+ years of experience 

• OR 3+ years of equivalent work experience

• 2+ years of Networking Experience

• 2+ years of customer service experience

Overnight Working Shift:

Depending on the needs of the business, the working shift is either:

Wednesdays, Thursdays, Fridays, and Saturdays from 11:00pm to 9:30am Central Time.

OR

Sundays, Mondays, Tuesdays, and Wednesdays from 11:00pm to 9:30am Central Time.

• Must be available to change shifts due to business needs.

Position requires that the first weeks of training will be on-site at the Fort Worth, TX location.

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE

Basic Requirements

• 2+ years of Networking and/or Customer Service Experience.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & 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 email [email protected].