Technical Support Specialist
Company: Motorola Solutions
Posted on: June 12, 2021
If you are a current Motorola Solutions employee, please click
this link to apply through your Workday account.
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.
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.
Responsible for providing technical support as the primary point
of contact for any issue via phone, email, or other means of
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
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
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
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.
Experience with Windows or Linux Operating Systems
Networking knowledge (routing, switching, troubleshooting,
Foundational knowledge of ITIL is a plus.
- Communication networks and RF Trunking system knowledge
Minimum of 2+ years of IT/Technical experience
Referral Payment Plan
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!
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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