Technical Support Analyst - job 1 of 3

Company Overview

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

Technical Support Analyst
Location: Allen Texas, Hybrid Role for Technical Support model with at least 2 days each week in office presence.

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

Job Description

Reporting to a Technical Support Team Lead or Manager, Technical Support Analyst ensures critical customer issues are resolved or escalated in the most effective and efficient manner.  Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.  If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment, this opportunity is for YOU!

About the Position 

What will you get to do

• Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks.

• Research, collaborate and troubleshoot MSI products over the phone and digital mediums.

• Think outside of the box and come up with creative solutions.

• Lead with empathy, take complete ownership and show urgency when resolving technical issues.

• Concisely document software, hardware, and network information in a case management system.

• Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.

• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.

• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

Basic Requirements

Education / Experience 

• 2+ years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 4-5 years of relevant experience, additional prior vocational or technical education will be considered an asset. 

• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.

• Prior contact center experience in a technical support environment is considered an asset.

• Experience working in environments using the KCS Methodology is considered an asset.

Essential Skills

• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.

• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.

• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.  Agile, resourceful learner with strong attention to detail.

• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

Technical Proficiencies 

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

• Installing, configuring, and troubleshooting various operating systems, software, and hardware.

• A familiarity with the Onvif profile or other video streaming services is considered an asset.

Responsibilities may also include

• Occasional weekend on-call rotation (Friday to Sunday).

• Operational hours 6AM to 6PM, Shift hours 8.5 hrs Monday to Friday

• Flexible working hours and shifts based on Business needs 

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola 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. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.