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 OverviewService and Support for WatchGuard Video Product Line
Job Description

• Technical Manager role to manage the career development of the team members.

• Manages the teams and responds to situations when normal processes have failed.

• Manages in a technical role and provides technical support lead to team members

• Possess the ability to login to the IVR system as an agent when necessary.

• As a Manager the candidate will be required to follow up with customers, internal departments and vendors for technical and non-technical issues.

• Provide technical guidance to the team in support of the client as well as in the members technical development. Ensures the engineers are current on the latest upgrades and or release.

• Establishes and maintains lines of communications with design engineering and software development for reliability and maintenance issues.

• Accurately document product issues and convey workarounds and fixes to customers.

• Handle escalated customer issues and see problems through to resolution.

• Follow procedures for internal escalation of issues to the appropriate internal teams.

• Document solutions to problems that are known to involve extensive research.

• Develop and maintain a deep understanding of WatchGuard products and services.

• Must be available after-hours for escalation management..

• Good Hardware, Software and Networking troubleshooting.

• Experience with RAID technologies and Virtual Disks.

• Experience with SQL Server queries and updates.

• Good working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.

• Good working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).

• Familiarity working with Azure Cloud and containers.

• Strong working knowledge of Active Directory, DNS.

• Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.

• Strong working knowledge of various WIFI technologies and practices. 

• Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.

• Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).

• Experience with writing PowerShell Scripts.

• Experience writing user friendly Knowledge Base Articles and FAQ’s.

• Desired working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).

• Extensive Hardware, Software and Networking troubleshooting.

• Must have WG product and process knowledge

• One or more of the following certifications are preferred, MCP, MCSE CNA, CCNA, Linux Certifications.

Basic Requirements

7 + years of experience in IT helpdesk and/or application support roles. 

#LI-JM3

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 PlanYes

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.