System Support Engineer

Motorola Solutions•Allen, IL

2d•$90,000 - $95,000

About The Position

We are seeking a motivated Systems Support Engineer to join our team. In this role, you will be responsible for providing high-quality technical assistance across a variety of platforms and architectures. You will ensure customer satisfaction by resolving technical issues efficiently and contributing to the continuous improvement of our support resources.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Bachelor’s degree in a related field or equivalent professional experience.
Strong analytical skills with a proven ability to isolate trouble and develop effective solutions.
Experience with remote support tools, firewalls, and security-related applications.
Familiarity with AI-enhanced productivity tools and industry certifications (CompTIA, CCNA, etc.) is a plus.
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

Responsibilities

Multi-Channel Technical Support: Deliver high-quality assistance via phone, email, chat, and remote desktop to resolve hardware, software, and network-related inquiries.
Technical Troubleshooting: Diagnose and resolve issues involving Windows and Linux operating systems, telecommunications, and IP-based networks (SIP, VoIP, routing, and switching).
Incident Management: Create, update, and maintain accurate records in the ticketing system, ensuring all customer interactions and resolutions are thoroughly documented.
Effective Escalation: Identify complex issues requiring specialized intervention and escalate them to internal teams or external vendors while maintaining ownership of customer communication.
Documentation & Knowledge Sharing: Assist in developing technical resources, including FAQs, knowledge base articles, and "Methods of Procedures" to improve team efficiency.
System Audits & Recommendations: Perform system site audits to identify potential improvements and provide findings to ensure optimal configuration and performance.
Cross-Functional Collaboration: Work alongside Product Development, QA, and Sales teams to identify product trends, address bugs, and enhance the overall user experience.
Operational Flexibility: Manage multiple priorities effectively and participate in an on-call rotation to provide after-hours support and meet customer commitments.