Hypercare Engineer Support Specialist
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.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 OverviewThe 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 RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo
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.