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Customer Support Technician II

1 month ago

Schaumburg, United States Motorola Solutions Full time

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

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