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Technical Support Specialist

2 months ago

Allen, Texas, United States Motorola Solutions, Inc. Full time
Job Description

Motorola Solutions, Inc. is seeking a highly skilled Technical Support Engineer to join our Centralized Managed and Support Operations (CMSO) Critical Communications organization. As a Technical Support Engineer, you will provide technical support and coordinate activities as part of the Carrier On-shore Support offering of our WAVE On Cloud Platform.

Key Responsibilities:
  • Monitor and respond to system notifications and alerts, and support customer issues as they are received.
  • Provide 24/7 on-call, after-hours support to satisfy critical services agreed with the customer.
  • Monitor application performance and work with customers regarding any issues, via phone or email.
  • Conduct system analysis, and configuration management.
  • Troubleshoot complicated, cross-platform issues handling OS, Networking, Database in a cloud-based SaaS environment.
  • Document system knowledge as you acquire it over time into knowledge articles within our Service Now System.
  • Keep up-to-date with security and proactively identify, diagnose, and solve complex security issues.
Requirements:
  • 3+ years of experience in DevOps, Support or Product deployment.
  • Strong relationship building skills & communication skills.
  • Good customer service skills.
  • Support, align efforts to meet customer and business needs.
  • Experience with ticketing tools like ServiceDesk, Jira or Service Now, etc.
  • Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results.
  • Working closely with our engineering teams to understand their product requirements and how they build/test/deploy their software applications.
  • Familiarity with Linux and UNIX systems (e.g. CentOS, RedHat) and command line system administration such as Bash, VIM, SSH.
  • Network routing, Load balancing and Networking protocols, a base knowledge of TCP/IP, with an understanding of HTTP and DNS.
  • Basic programming and scripting skills (preferably bash, shell, perl, python, java, etc.).
Preferred Qualifications:
  • Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification.
  • Demonstrable experience in Database like SQL, Hadoop, Couch Base, Grid.
  • Demonstrable experience in Containerization-Docker, orchestration (Kubernetes) and Microservices.
Benefits:
  • 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.

Motorola Solutions, Inc. 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.