Motorola Solutions is a global community dedicated to keeping people safer everywhere through innovative technologies. They are seeking a Technical Support Analyst (Tier 1) who will provide first-level support to customers by troubleshooting technical issues and managing incident documentation to ensure a positive customer experience.
Responsibilities
- Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment
- Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2
- Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
- Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
- Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency
- Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends
Skills
- High School diploma or equivalent
- 1+ year of Technical Support/Customer Support experience
- Foundational understanding of Linux command-line interface (CLI) and network configuration
- Proven ability to de-escalate 'heated' situations and guide non-technical users through logical troubleshooting steps
- A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles
- Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)
Benefits
Company Overview
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers. It was founded in 1928, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.motorolasolutions.com.