Customer Support Technician II (Hybrid)

Motorola Solutions•Schaumburg, IL

1d•Hybrid

About The Position

The Customer Support Technician II is a reactive role within the Astro Infrastructure Technical Support Organization. TSO provides remote technical support Monday through Friday (8x5) as a component of the broader model to ensure the availability of mission critical radio systems. Ensuring public safety for our commercial and government customers while delivering a great customer experience is paramount. This team addresses new and existing tickets and works closely with customers, field teams, and the escalation team to restore service and drive incidents to resolution. As a Customer Support Technician II, you will provide mission-critical technical support for Motorola ASTRO systems, serving public safety for commercial and government clients. This hybrid role requires a proactive professional who can manage priorities with minimal supervision while maintaining high-security standards. 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.

Requirements

High School Diploma or Equivalent
2+ years of Technical Support experience
Must be able to obtain background clearance as required by government customer

Nice To Haves

Experience with Active Directory
Network Troubleshooting experience
Experience with Windows/Windows Server operating systems
Experience with Linux/Unix operating systems

Responsibilities

Provide high-level technical support for Motorola ASTRO systems and Land Mobile Radio (LMR) infrastructure, ensuring the stability of critical public safety communications.
Drive incidents to resolution by performing initial triage, documenting troubleshooting steps, and escalating complex issues within specified time frames to meet service level agreements (SLAs).
Maintain consistent, professional communication via phone, email, and ticketing systems to manage customer expectations and build strong relationships with internal and external stakeholders.
Utilize and contribute to the knowledge database by implementing documented solutions and authoring new articles for previously undocumented technical issues.
Leverage experience with Active Directory, Network Troubleshooting, and various operating systems including Windows/Windows Server and Linux/Unix.
Ensure all support and performance metrics are met while tracking outages through to the successful restoration of services.
Collaborate across functional lines to provide feedback on operational processes and participate in training to stay current on evolving systems and applications.