Note: The job is a remote job and is open to candidates in USA. Motorola Solutions develops technologies that help protect people, property, and communities. The Customer Support Technician I provides post-sales technical support for the Flex Computer Aided Dispatch solution, troubleshooting hardware, software, operating systems, networks, and applications while ensuring high customer satisfaction.
Responsibilities
- Deliver first- and second-level technical support to end-users via phone, email, chat, and in-person channels
- Troubleshoot and resolve technical issues for the Flex Computer Aided Dispatch solution spanning hardware, software, operating systems, network connectivity, and applications
- Configure, deploy, and maintain end-user devices, including desktop computers, laptops, mobile devices, and peripherals
- Install, configure, and provide ongoing support for various software applications
- Assist with network diagnostics, resolving basic network issues and connectivity problems
- Create and maintain knowledge base documentation for common issues, troubleshooting processes, and resolutions
- Escalate complex technical issues to higher-level support teams or subject matter experts as necessary
- Ensure issues are fully resolved by following up with end-users
- Adhere to ITIL or other relevant IT service management best practices
- Maintain flexibility for shift work and on-call rotations
Skills
- * Proven hands-on experience in a dedicated technical support role
- * Strong knowledge of Windows and/or Linux operating systems
- * Experience with troubleshooting both hardware and software
- * Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP)
- * Experience supporting mobile devices (iOS, Android)
- * Excellent problem-solving and troubleshooting capabilities
- * Strong verbal and written communication and interpersonal skills
- * Ability to work effectively both independently and within a team environment
- * Ability to manage and prioritize multiple tasks simultaneously
- * Demonstrated commitment to customer service excellence
- * High School Diploma
- * 2+ years of experience in Technical Support
- * Ability to obtain background clearance as required by government customers
- * Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
- Under 10%
- * Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional)
- * Experience utilizing help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira)
- * Familiarity with remote support tools
- * Knowledge of the ITIL framework
- * Experience with scripting languages (e.g., PowerShell, Python)
- * Experience with major cloud platforms (e.g., AWS, Azure, Google Cloud)
- * Fluent and experienced with AI-enhanced productivity tools
Benefits
- 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
Company Overview