Motorola Solutions is a global community focused on keeping people safer through technology. The Technical Support Specialist role involves resolving customer technical issues and providing exceptional support, requiring a customer-first mentality and a systematic troubleshooting approach.
Responsibilities
- Provide an exceptional customer experience by troubleshooting software, hardware, and network issues via phone, chat, and email, ensuring all details are captured in our case management system
- Develop and maintain deep expertise in our video management systems, cameras, servers, and IP networking protocols (TCP/IP, UDP, Multicasting)
- Lead with empathy and urgency, managing your own case queue and prioritizing tasks based on business needs and customer impact
- Work independently or with teammates to research root causes, review logs, and replicate complex issues in a lab environment
- Stay agile by learning new MSI products and technologies at the pace of innovation, while contributing creative solutions to the team
- Maintain a high level of professionalism under pressure and participate in occasional weekend on-call rotations or flexible shifts as needed
Skills
- 0-2 years of relevant experience in an IT environment with a Bachelor's Degree in Computer Science, Engineering, or a relevant software/computer related field OR 4-5 years of relevant experience
- Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract
- Legal authorization to work in the U.S. indefinitely is required
- Strong grasp of IP networking (routers, firewalls, wireless) and experience configuring various operating systems
- Ability to translate complex technical concepts into clear, concise instructions for customers of all skill levels
- Proven ability to identify root causes and resolve issues with high quality and minimal supervision
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- And more!
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.