Company Overview At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class. As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways. At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters. Department Overview The Customer Support Technician will be joining a team of entry level to senior level Customer Support Technicians serving all relevant accounts. This role will be providing first level remote support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality and timely support to customers. In addition, you will be collaborating with peers including 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. This position supports 24/7 Operations, requiring the flexibility to work across all shifts as required. Job Description Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication. Escalating any incidents that cannot be resolved within specified time frames based on severity of issue. Collect and document of 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. Drive resolution of Incidents by identification, communication, while using the functional escalation process as needed. 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. Ability to collaborate across functional lines seamlessly. Proficient in controlling customer situations, and setting customer expectations appropriately. Familiarize and Comply with Motorola Quality, Security, and operational policies and practices. Process focused; provides input to help improve/build processes. Responsible to update and maintain data integrity of various database systems used. Keep up to date knowledge of all systems and application used to perform day to day tasks. Provide guidance and support for continual improvements. Actively participate in all training provided. Self-starter who manages their own priorities and activities with minimal supervision. Desired Skills: Experience with Windows or Linux Operating Systems Active Directory Networking knowledge (routing, switching, troubleshooting, etc.) Foundational knowledge of ITIL is a plus. Communication networks and RF Trunking system knowledge #LI-DB1 #LI-HYBRID Basic Requirements High School Diploma or Equivalent 2 years of IT/Technical experience Vaccine Requirement Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements. 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 effective Day 1 401K with Company Match and Day 1 vesting 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic. MOTOROLA SOLUTIONS OVERVIEW Motorola Solutions is a global leader in public safety and enterprise security. Our solutions in land mobile radio mission-critical communications, video security & access control and command center software, bolstered by managed & support services, create the most integrated technology ecosystem to make communities safer and help businesses stay productive and secure. Our 19,000 employees around the world innovate to make the world a better place and are fueled by our shared purpose to “help people be their best in the moments that matter.” We foster a culture of inclusion, equity and diversity of thought with the belief that the next big idea can come from anyone, anywhere at any time. What you do here matters for our customers and communities around the world. Learn how you can make a difference at www.motorolasolutions.com. If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.