Technical Support Analyst

Motorola Solutions•Allen, TX

3d•$50,000 - $55,000•Hybrid

About The Position

Location: Allen, TX (Hybrid – minimum 2 days per week in-office) Reporting to the Technical Support Team Lead, the Technical Support Analyst ensures critical customer issues are resolved or escalated with precision and efficiency. Success in this role requires a "customer-first" mentality, a systematic approach to troubleshooting, and a genuine curiosity for diverse technologies. If you thrive in a fast-paced environment and enjoy solving complex puzzles, this is the role for you.

Requirements

2+ years of relevant experience in an IT environment with a Bachelor's Degree in a related field of study -OR- 4-5 years of relevant experience in a n IT environment
Must be able to obtain background clearance as required by government customer.
Legal authorization to work in the U.S. indefinitely is required.

Nice To Haves

Technical Savvy: Proficiency in installing and configuring various operating systems and networking hardware; certifications like CompTIA A+, CCNA, or MCSA are highly valued.
Communication: Strong interpersonal skills with the ability to translate complex technical concepts for users of all skill levels.

Responsibilities

Expert Troubleshooting: Provide exceptional support via phone, chat, and email by researching and resolving complex issues related to Video Management Systems, cameras, servers, and IP networking.
Ownership & Empathy: Take full responsibility for the customer journey, managing urgency and expectations while maintaining "grace under pressure" during critical technical escalations.
Documentation & Precision: Concisely document hardware, software, and network configurations within the case management system to ensure internal alignment and historical accuracy.
Strategic Prioritization: Balance competing tasks—including live inbound requests and existing case management—to meet business needs and service level agreements.
Agile Learning: Maintain a deep understanding of evolving MSI Video products and networking protocols (TCP/IP, UDP, Multicasting) to keep pace with rapid innovation.
Collaborative Problem Solving: Work independently and alongside team members to develop creative solutions, utilizing KCS methodology and cross-functional collaboration.