Technical Support Specialist
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Job Summary
At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.
Department Overview
Reporting to a Technical Support Manager the Technical Support Engineer ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality a thorough systematic approach to troubleshooting and the curiosity to learn about a diverse set of technologies.
Job Description
Troubleshoot and resolve complex hardware and software issues over the phone live-chat and email using remote sessions and diagnostic tools.
Maintain deep product knowledge across a quickly evolving product line.
Document all customer and technical information concisely in a case management system.
Prioritize tasks effectively to manage incoming contacts and existing cases.
Occasionally provide after-hours/weekend support on call.
Accommodate Tuesday-Saturday or Wednesday-Sunday working schedule if needed
Basic Requirements
Essential skills & requirements:
Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data).
Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers.
Working knowledge of TCP/IP networking concepts operating systems software and hardware installation/troubleshooting.
Self-starter who can work independently and is dedicated to continuous technical learning.
Ability to manage pressure and customer expectations while troubleshooting critical issues.
Nice to haves:
Experience in Video Security Access Control Cloud Software or enterprise hardware support.
Relevant Degree/Diploma (e.g. Computer Science) or Technical Certifications (CCNA CompTIA A etc.).
Experience with CRM systems.
Preferable:
Some relevant technical experience in any of the following business areas - Video Security Analytics Access Control Telecommunication Video Conferencing Cloud software or Enterprise hardware support
Travel Requirements
Relocation Provided
Position Type
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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.
Required Experience:
IC
About Company
Motorola Solutions, Inc., incorporated on March 9, 1973, is a provider of communication infrastructure, devices, accessories, software and services. The Company operates through two segments: Products and Services. It serves global customer base spanning federal, state, county, provin ... View more
