Customer Support Technician II

Motorola Solutions•Schaumburg, IL

22h•$60,000 - $65,000

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. You 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. You will be also collaborating with the engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to rapidly learn about 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. 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.

Requirements

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
2+ years of technology networking 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
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
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
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
Basic Requirements
High School diploma or equivalent
2+ years of Technical Customer Support experience
years of technology networking experience

Nice To Haves

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
ITIL Foundations Certification a plus
Fluency in Spanish a plus

Responsibilities

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