Customer Support Technician II

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 OverviewThe Customer Support Technician II is a reactive role within the Astro Infrastructure Technical Support Organization. TSO provides remote technical support Monday through Friday (8x5) as a component of the broader model to ensure the availability of mission critical radio systems. Ensuring public safety for our commercial and government customers while delivering a great customer experience is paramount. This team addresses new and existing tickets and works closely with customers, field teams, and the escalation team to restore service and drive incidents to resolution.
Job Description

Responsibilities of the Customer Support Technician II include but are not limited to:

• Provide mission-critical technical support of Motorola ASTRO systems. Support public safety for commercial and government customers.
• Maintain consistent communication by phone, email, and ticket update with customers and other Motorola Solutions teams. Drive incidents to resolution.
• Escalate any incidents that cannot be resolved within specified time frames based on severity and priority of customer issues.
• Collect information and document initial triage and steps taken towards resolution of an incident.
• Implement resolution to known problems through the use of knowledge articles.
• Create knowledge articles for resolution of problems not yet documented in the knowledge database.
• Ensure support and performance metric requirements are met.
• Track and drive all outages/issues through the return to normal services.
• Respond to customer incidents in a timely fashion and in compliance with service level agreements.
• Build strong and effective working relationships with internal and external customers.
• Collaborate across functional lines seamlessly.
• Work to control customer situations, and setting customer expectations appropriately.
• Familiarize and comply with Motorola quality, security, and operational policies and practices.
• Provide feedback and input to help build processes. Provide guidance and support for continual improvement.
• Responsible for updating and maintaining data used for support.
• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
• Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision.

Required Skills and Experience:

• Experience working with Active Directory
• Working knowledge of Windows/Windows Server OS
• Working knowledge of Linux/Unix OS
• Experience with Network Troubleshooting
• 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

Desired Skills and Experience:

• Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems
• Working knowledge of Server Virtualization including VMWare/ESXi 
• Working knowledge of McAfee Security Suite
• Experience providing Technical Support via Telephony
• Experience working with Remedy, ServiceNow, or other Ticketing Systems

This position is a hybrid position.

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Basic Requirements

• High School Diploma or Equivalent
• 2+ years of Technical Support experience
• 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 RequirementsNone
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].