Support Technician II
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 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 and recoveries. The Technical Support Team works to ensure that all products are functioning as designed with customers’ contacting the support department via Phone, or email, that auto generates a support ticket.
Technical Support Department that operates 24-7-365 with a team of 15 Technical Support Specialists. The ideal candidate will be detail oriented and must be a self-starter who is comfortable working in an entrepreneurial, fast-paced environment with flexible working hours and days of the week. You will be providing telephone and remote access technical support to end users to address issues or questions that pertain to the company’s proprietary License Plate Recognition software and hardware systems. This person will be primarily focused on providing hardware/software troubleshooting, configuration, break-fix, training, and RMA’s while tracking all actions via the internal ticketing system. Extensive knowledge of operating and network configuration in Windows 10 Pro /8 Pro/7 Pro /XP is critical to the success of this position.
Job Description
As a Support Technician III team member, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The Technical Support III will be taking incoming calls from the support queue but also assisting the Support II team members for investigating elevated issues by confirming the validity of the problem and finding solutions related to these more 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 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
Basic Requirements
Associates Degree in Applied Science or equivalent degree and 1+ years of experience in a technical support role
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 RequirementsNone
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.