Technical Support Analyst (Hybrid)
About The Position
At Motorola Solutions, we believe that everything starts with our people. As a Technical Support Analyst, you will play a key role in our mission by delivering rapid, dynamic support for critical video security products, including Video Management Systems, cameras, servers, and network infrastructures. Working in a collaborative, customer-first environment, you will take full ownership of complex technical challenges, applying systematic troubleshooting to maintain continuous system performance for those who count on us most. We empower every Motorolan to explore their curiosity, grow their expertise with an evolving product line, and deliver exceptional support when it matters most.
Requirements
- IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting
- Operating Systems & Hardware to install, configure, and troubleshoot customer environments
- Video Security Systems to support Video Management Systems, IP cameras, and network servers
- Communication Proficiency to document complex technical details clearly in English
- Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality
- Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations
- Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams
- High school diploma and 1+ years of technical support or customer support experience
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Nice To Haves
- Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
- Contact center experience within a dedicated technical support environment
- Experience operating within KCS (Knowledge-Centered Service) Methodology
- Familiarity with ONVIF profiles or related video streaming services
Responsibilities
- Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels
- Demonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and servers
- Maintain detailed and concise technical case records within our case management systems to capture incident histories
- Help to provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requests
- Prioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needs
- Employ systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levels
- Maintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocols
- Apply knowledge-sharing techniques to collaborate with team members and independently navigate technical challenges
- Maintain composure under pressure while managing customer expectations and providing timely updates during critical incidents
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
