Customer Support Technician II

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

You will be responsible for supporting our team of partners and customers of our flagship Astro technology and APX product line. In addition, you will be supporting Motorola's Solutions Commercial Two-Way products as well as some Video products. This position will be providing remote first and second level support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality, timely support to customers. You will be also collaborating with the engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to rapidly learn about 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.

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

• 2+ years of technology networking 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

 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.