Customer Support Technician I (US Remote)

Motorola Solutions•Illinois, US Offsite, IN

7d•$55,000 - $60,000•Remote

About The Position

The Technical Flex Support Specialist is responsible for providing post-sales customer support for the MSI Flex Computer Aided Dispatch solution. This involves answering technical questions and resolving technical issues for customers running the Flex proprietary software in Windows and Linux environments. Supporting other MSI products may also be required. This role requires an adaptable, customer-service-oriented professional who can manage diverse technical challenges, ensuring efficient support delivery and high user satisfaction.

Requirements

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.

Nice To Haves

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.

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.