Customer Support Specialist
2 days ago
Motorola Solutions is seeking a highly skilled Customer Support Technician II to join our team. As a key member of our Astro Infrastructure Technical Support Organization, you will provide mission-critical technical support to our public safety customers, ensuring their safety and security needs are met.
Key Responsibilities- Provide technical support for Motorola ASTRO systems, ensuring public safety for commercial and government customers.
- Maintain consistent communication with customers and other Motorola Solutions teams, driving incidents to resolution.
- Escalate incidents that cannot be resolved within specified time frames based on severity and priority of customer issues.
- Collect and document information for initial triage and steps taken towards resolution of an incident.
- Implement resolution to known problems through the use of knowledge articles.
- Create knowledge articles for resolution of problems not yet documented in the knowledge database.
- Ensure support and performance metric requirements are met.
- Track and drive all outages/issues through the return to normal services.
- Respond to customer incidents in a timely fashion and in compliance with service level agreements.
- Build strong and effective working relationships with internal and external customers.
- Collaborate across functional lines seamlessly.
- Work to control customer situations, and set customer expectations appropriately.
- Familiarize and comply with Motorola quality, security, and operational policies and practices.
- Provide feedback and input to help build processes. Provide guidance and support for continual improvement.
- Responsible for updating and maintaining data used for support.
- Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
- Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision.
- Experience working with Active Directory.
- Working knowledge of Windows/Windows Server OS.
- Working knowledge of Linux/Unix OS.
- Experience with Network Troubleshooting.
- This position is subject to working in high security areas governed by the US Department of Justice's "CJIS Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
- Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems.
- Working knowledge of Server Virtualization including VMWare/ESXi.
- Working knowledge of McAfee Security Suite.
- Experience providing Technical Support via Telephony.
- Experience working with Remedy, ServiceNow, or other Ticketing Systems.
- High School Diploma or Equivalent.
- 2+ years of Technical Support experience.
- Must be able to obtain background clearance as required by government customer.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
- Incentive Bonus Plans.
- Medical, Dental, Vision benefits.
- 401K with Company Match.
- 10 Paid Holidays.
- Generous Paid Time Off Packages.
- Employee Stock Purchase Plan.
- Paid Parental & Family Leave.
- and more.
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.
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