Technical Support Specialist

Motorola Solutions•Allen, TX

5d•Onsite

About The Position

This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. Reporting to a Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated with maximum efficiency. Success in this role requires a "customer-first" mentality, a systematic approach to troubleshooting, and an appetite for learning diverse technologies. If you thrive in a fast-paced environment and enjoy solving complex puzzles, we want to hear from you.

Requirements

Strong grasp of IP networking (routers, firewalls, wireless) and experience configuring various operating systems.
Ability to translate complex technical concepts into clear, concise instructions for customers of all skill levels.
Proven ability to identify root causes and resolve issues with high quality and minimal supervision.
0-2 years of relevant experience in an IT environment with a Bachelor's Degree in Computer Science, Engineering, or a relevant software/computer related field OR 4-5 years of relevant experience
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

Responsibilities

Provide an exceptional customer experience by troubleshooting software, hardware, and network issues via phone, chat, and email, ensuring all details are captured in our case management system.
Develop and maintain deep expertise in our video management systems, cameras, servers, and IP networking protocols (TCP/IP, UDP, Multicasting).
Lead with empathy and urgency, managing your own case queue and prioritizing tasks based on business needs and customer impact.
Work independently or with teammates to research root causes, review logs, and replicate complex issues in a lab environment.
Stay agile by learning new MSI products and technologies at the pace of innovation, while contributing creative solutions to the team.
Maintain a high level of professionalism under pressure and participate in occasional weekend on-call rotations or flexible shifts as needed.