Technical Support Technician II

Company Overview

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

Job Description

We are looking for a Technical Support Technician II to serve as a vital contributor to our professional support operations in Allen this role you will be the primary point of contact for technical resolution collaborating across functional lines to solve complex challenges. We believe that everything starts with our people and we are committed to providing an inclusive space where you can explore your potential utilize Priority Intelligence systems and make a real-world impact. We offer a people-first culture that empowers our personnel to deliver exceptional service while maintaining a strong continuous improvement mindset.

Key Responsibilities:

Incident Resolution & Support

• Serve as the primary point of contact for customer incidents received via phone email or other communication channels

• Document initial triage data and the specific technical actions implemented to resolve incidents clearly and accurately

• Resolve known problems by applying established knowledge articles and escalate complex issues when necessary to meet service level agreements

Knowledge Management & Workflow Optimization

• Propose and create new knowledge articles to document resolutions for previously undocumented technical issues

• Maintain an active continuous improvement mindset to identify and propose enhancements to streamline internal workflows

• Observe and analyze system behaviors to proactively support data security and safeguard sensitive information

Customer Experience & Collaboration

• Build strong professional working relationships with both internal and external customers

• Collaborate seamlessly across functional lines to resolve complex technical challenges

• Navigate sensitive customer scenarios with transparency while establishing clear expectations to help to provide a positive service experience

Technical Expertise

• Networking Protocols to troubleshoot infrastructure issues effectively

• Security Practices to maintain operational data integrity and comply with security procedures

• Technical Applications to navigate Windows Office or comparable platforms

Professional Experience

• Remote Support to manage and resolve customer incidents independently

• Continuous Integration to participate actively in all provided training programs

• Shift Operations to support a 24x7 environment including shift and weekend work

Preferred Qualifications

• Knowledge of Firewall WAN LAN and Router Architecture

• Knowledge of RF Trunking systems and communication networks

• Knowledge of VoIP and IP telephony

• Network Certification A Certification Security Certification or AI Certifications

• Foundational knowledge of ITIL framework

• Familiarity with mobile radio technology and products

This position is subject to working in high security areas governed by the US Department of Justices Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Target Base Salary Range:$54000 - $64000

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• High School Diploma or GED

• A minimum of 2 years of experience in a technical support role

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

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.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.