Customer Support Technician II

1 month ago

Schaumburg, United States Motorola Solutions Full time
Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview
You will be responsible for supporting our team of partners and customers of our flagship Astro technology and APX product line. In addition, you will be supporting Motorola's Solutions Commercial Two-Way products as well as some Video products. This position will be providing remote first and second level support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality, timely support to customers. In addition, you will be collaborating with the engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to come up to speed rapidly on our technology and products. We are looking for a high-energy, forward-thinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.
Job Description

The Customer Support Technician II reports to the Supervisor of the regional Devices System Support and will be focused on supporting partners of the APX product line.

Responsibilities include but are not limited to:
  • Provide front-line technical support, by both email and phone, for Astro customers
  • Use of your excellent communication skills with our customers to ensure that Incidents and Requests are resolved in a timely fashion
  • Research and develop fixes for common problems
  • Collect, summarize, and chronologically document technical information
  • Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources
  • Collaborate with various technical organizations when determining customer solutions (Engineering, Product Groups, etc.) Engages appropriate technical resources, as appropriate
  • Writing knowledge base articles
  • Document all customer issues including characterization, restoration, resolution and time to fix
  • May participate on special projects, continuous improvement, problem-solving teams
Qualifications:
  • A minimum of a High School diploma and 2+ years experience in a high technology network, Windows administration position, specializing in communications systems and technology (such as Windows 10, Remote Desktop or Radio) OR Equivalent Military experience
  • Strong troubleshooting, problem-solving and analytical skills
  • Information Security theory and best practices
  • Communication networks and RF Trunking system knowledge
  • General working knowledge of Windows, Office, or equivalent
  • Experience in providing technical support to remote customers
  • Knowledge of VoIP and IP telephony
  • Familiarity with mobile radio technology and products a plus
  • Ability to collaborate across functional lines seamlessly
  • Proficient in controlling customer situations, and setting customer expectations appropriately
  • Able to rely on experience and judgment to plan and accomplish goals
  • Self-starter who manages their own priorities and activities
  • Excellent written and oral communication skills
  • Experience with Firewall, WAN, LAN, and Router Architecture a plus
  • A+ Certification a plus
  • Network+ Certification a plus
  • ITIL Foundations Certification a plus
  • Fluency in Spanish a plus
#LI-DB1

#LI-HYBRID

Basic Requirements
  • High School diploma or equivalent
  • 2+ years of technology networking experience
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No

Our U.S. Benefits include:
  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 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. 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 you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're 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 email ohr@motorolasolutions.com.

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