Software Systems Technical Support

Motorola Solutions•New York, NY

About The Position

Motorola Solutions is seeking a detail-oriented and analytical Software Systems Support Specialist for its NYC 9-1-1 Next Gen Call Handling Support team. The role involves installing, maintaining, and troubleshooting software systems and applications, and serving as a technical bridge between end users and development teams. The specialist diagnoses application errors, assists with software deployments, and maintains system documentation. The position calls for root-cause analysis skills, a customer-first mindset, and practical experience with operating systems, databases, and software workflows.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience/practical experience or certifications.
1–3 years of experience in technical support, application support, or IT system support roles.
Proficiency with Windows, Linux/Unix, or macOS, depending on the company’s technology stack.
Basic to intermediate SQL knowledge, including the ability to write queries to inspect data, trace bugs, or verify reports.
Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.
Experience with issue-tracking software such as Jira and log-analysis tools.
Strong analytical and problem-solving skills to investigate complex technical behavior and identify root causes.
Ability to explain technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers.
Ability to prioritize competing demands in a fast-paced environment.

Nice To Haves

CompTIA A+, Network+, or Security+ certification.
ITIL Foundation certification.
Microsoft Certified: Fundamentals certification.
AWS Certified Cloud Practitioner certification.

Responsibilities

Diagnose, reproduce, and resolve technical issues involving application software, operating systems, and integrations.
Monitor and manage incoming support requests through a ticketing system, prioritize issues according to business impact, and meet SLAs.
Support software deployments, patch installations, system configuration updates, and application testing.
Isolate application bugs and coordinate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions.
Assist end users with application access, configuration, account permissions, and feature guidance.
Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.