Technical Support Specialist

Motorola Solutions•Allen, TX

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. Department Overview This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. Job Description Reporting to a Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated with maximum efficiency. Success in this role requires a "customer-first" mentality, a systematic approach to troubleshooting, and an appetite for learning diverse technologies. If you thrive in a fast-paced environment and enjoy solving complex puzzles, we want to hear from you.

Requirements

Technical Proficiency: Strong grasp of IP networking (routers, firewalls, wireless) and experience configuring various operating systems.
Communication: Ability to translate complex technical concepts into clear, concise instructions for customers of all skill levels.
Analytical Mindset: Proven ability to identify root causes and resolve issues with high quality and minimal supervision.
0-2 years of relevant experience in an IT environment with a Bachelor's Degree in Computer Science, Engineering, or a relevant software/computer related field OR 4-5 years of relevant experience
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Responsibilities

Resolve & Document: Provide an exceptional customer experience by troubleshooting software, hardware, and network issues via phone, chat, and email, ensuring all details are captured in our case management system.
Product Mastery: Develop and maintain deep expertise in our video management systems, cameras, servers, and IP networking protocols (TCP/IP, UDP, Multicasting).
Take Ownership: Lead with empathy and urgency, managing your own case queue and prioritizing tasks based on business needs and customer impact.
Collaborative Problem-Solving: Work independently or with teammates to research root causes, review logs, and replicate complex issues in a lab environment.
Continuous Innovation: Stay agile by learning new MSI products and technologies at the pace of innovation, while contributing creative solutions to the team.
Flexible Support: Maintain a high level of professionalism under pressure and participate in occasional weekend on-call rotations or flexible shifts as needed.