at Motorola Solutions in SchaumburgSchaumburg, 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 OverviewYou 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. In addition, you will be collaborating with the 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.Job Description
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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
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
#LI-DB1
#LI-HYBRIDBasic Requirements
High School diploma or equivalent
2+ years of technology networking experienceTravel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNo
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... 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.
