at Motorola Solutions in Chicago, Illinois, United States
Job Description
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 OverviewCMSO ASTRO Technical Support OrganizationJob 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
#LI-DB1Basic 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 RequirementsNoneRelocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes
Our U.S.Benefitsinclude:
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & 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... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
