Sr Customer Support Technician I (US Remote) - Schaumburg, IL

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

CMSO ASTRO Technical Support Organization

Job Description

This Customer Support Technician position provides technical support and coordinates activities within the Motorola Network Operation Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required. Primary systems supported are ASTRO Infrastructure across the globe.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• The escalation point for issues being escalated from Front Office Technical support staff.

• Responsible for escalating technical issues that could not be resolved to next level Engineering teams

• Provide after hours coverage as part of an on-call rotation schedule for SLA support as needed.

• Working with other Back Office technical resources, review and ensure that all actions and discussions pertaining to issues escalated are completely documented in the ITSM system.  

• Ensure that all levels of Technical Support are informed of knowledge articles and creating Knowledge articles where appropriate. Sharing that information with the entire TS organization.  

• Ensure customer and partner inquiries are responded to within established timeframes and technical support service levels are achieved.

• Perform, in an effective and timely manner, all the tasks required with minimal supervision.

• Under supervision, develop Independent Thinking: Exhibit consistent reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.

• Represent Motorola Solutions in a professional manner, especially when providing customer facing support.

• Methodically resolves difficult issues reported by customers and partners.

Preferred Skills and Experience

• Strong analytical and problem solving skills.

• Excellent written communication and verbal skills, as well as strong listening skills.

• Possesses strong customer relation skills.

• Advanced Knowledge of networking

• Excellent Computer skills

• Preferred if have existing knowledge in supporting Virtual Servers and network transport components

• Familiarity with RF troubleshooting methods in support of field resources.

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

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Basic Requirements

• Associate Degree or higher in Electronics or Engineering or 5+ years experience in IT Support or Radio systems.

• Must be able to obtain background clearance as required by government customer.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.