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Technical Support Specialist

Company: Motorola Solutions
Location: Schaumburg
Posted on: June 12, 2021

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Customer Support Technician will be joining a team of entry level to senior level Customer Support Technicians serving all relevant accounts. This role will be providing first level remote support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality and timely support to customers. In addition, you will be collaborating with peers including 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. This position supports 24/7 Operations, requiring the flexibility to work across all shifts as required.

Job Description

  • Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication.

  • Escalating any incidents that cannot be resolved within specified time frames based on severity of issue.

  • Collect and document of initial triage and steps taken towards resolution of an incident.

  • Implement resolution to known problems through the use of knowledge articles.

  • Create knowledge articles for resolution of problems not yet documented in the knowledge database.

  • Drive resolution of Incidents by identification, communication, while using the functional escalation process as needed.

  • Ensure support and performance metric requirements are met.

  • Track and drive all outages/issues through the return to normal services.

  • Respond to customer incidents in a timely fashion and in compliance with service level agreements.

  • Build strong and effective working relationships with internal and external customers.

  • Ability to collaborate across functional lines seamlessly.

  • Proficient in controlling customer situations, and setting customer expectations appropriately.

  • Familiarize and Comply with Motorola Quality, Security, and operational policies and practices.

  • Process focused; provides input to help improve/build processes.

  • Responsible to update and maintain data integrity of various database systems used.

  • Keep up to date knowledge of all systems and application used to perform day to day tasks.

  • Provide guidance and support for continual improvements.

  • Actively participate in all training provided.

  • Self-starter who manages their own priorities and activities with minimal supervision.

Desired Skills:

  • Experience with Windows or Linux Operating Systems

  • Active Directory

  • Networking knowledge (routing, switching, troubleshooting, etc.)

  • Foundational knowledge of ITIL is a plus.

  • Communication networks and RF Trunking system knowledge

Basic Requirements

Minimum of 2+ years of IT/Technical experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits effective Day 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Keywords: Motorola Solutions, Schaumburg , Technical Support Specialist, Other , Schaumburg, Illinois

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