Job Description As a Technical Support Engineer you will perform technical and administrative tasks that will help drive day-to-day operations.
• 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 the severity of the issue.• Collect and document 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 the resolution of problems not yet documented in the knowledge database.• Drive resolution of Incidents by identification, and 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 for updating and maintaining data integrity of various database systems used.• Keep up-to-date knowledge of all systems and applications 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.• Able to work and standby on weekends when required.
Specific Knowledge/Skills:• Experience in a remote technical support environment.• Information Security theory and best practices.• Foundational knowledge of ITIL is a plus.• Communication networks and RF Trunking system knowledge• General working knowledge of Windows, Office, or equivalent• Knowledge of VoIP and IP telephony• Familiarity with mobile radio technology and products a plus• Experience with Firewall, WAN, LAN, and Router Architecture a plus• A+ Certification a plus• Network+ Certification a plus• Security + Certification a plus• Strong troubleshooting, problem-solving and analytical skills• Strong communication skills (verbal, written and presentation).• Attention to detail.• Ability to work with limited supervision and direction..• Good time management skills with the ability to set priorities and meet deadlines.• Aptitude to manage multiple tasks concurrently.• An Associates degree in computer science or Electrical engineering technology (EET) is desirable.• Knowledge of Motorola solutions mobile video products specifically VMEX and VB400 is a plus Basic Requirements1.
Must have the ability to obtain the required background clearance as mandated by the MSI and customer, showcasing your commitment to maintaining high-level security standards.2.
A higher learning similar to a bachelor's degree in Technical or a related field is required, demonstrating your strong educational foundation in engineering principles and practices. 3.
A minimum of 3 years of experience in a Technical role is required, highlighting your practical understanding and hands-on experience in technical processes and methodologies.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNoEEO StatementMotorola 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 promise of a safer world.
If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.
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