Motorola Solutions
We help people be their best in the moments that matter.
Hybrid

Hypercare Engineer Support Specialist

Sorry, this job was removed at 12:34 a.m. (CST) on Friday, January 28, 2022
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Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.


Department Overview
The Hypercare Support Engineer is the single point of escalation from Customer, Sales & Management. This role is multifaceted with respect to escalation management and requires Product Technical Knowledge, Client communication and management skills as well as coordination skills to help resolve and or direct resolution of an escalation
Job Description

  • The responsibilities of this role is not limited to the following, however each escalation must be accessed and managed using the appropriate tactical and methodical approach while ensuring a systemic resolution. 
  •  Accurately documents the escalation issue within the ticketing system as well as an action register.
  • Handle escalated customer issues and see problems through to resolution.
  • Follow procedures for escalation of issues to the appropriate teams.
  • Document and communicate resolution of escalation to internal and external customers as appropriate.
  • Ensure proper changes are recommended to prevent future similar events when possible.
  • Develop and maintain a deep understanding of WatchGuard organization, products and services.
  • May require some after-hours engagement based on the nature of escalation. 
  • Some travel may be required for face-to-face engagement with the customer.


Basic Requirements

  • 5 + years of technical deployment experience and or technical support.
  • Great communication skills
  • Excellent situational awareness and management skills.
  • Hardware, Software and Networking troubleshooting.
  • Understanding of RAID, SQL Server, Windows Server technologies and Virtual Disks.
  • Understanding of working with Azure Cloud and containers.
  • Working knowledge of Active Directory, DNS.
  • Working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP
  • Working knowledge of various WIFI technologies and practices. 

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.


Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits effective Day 1
  • 401K with Company Match and Day 1 vesting
  • 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

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What are Motorola Solutions Perks + Benefits

Motorola Solutions Benefits Overview

Our U.S. benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Our remote work program includes telecommuting at Manager discretion.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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