Technical Support Technician II

Motorola Solutions•Allen, TX

8d•$54,000 - $64,000•Onsite

About The Position

We are looking for a Technical Support Technician II to serve as a vital contributor to our professional support operations in Allen, TX. In this role, you will be the primary point of contact for technical resolution, collaborating across functional lines to solve complex challenges. We offer a people-first culture that empowers our personnel to deliver exceptional service while maintaining a strong continuous improvement mindset.

Requirements

Networking Protocols to troubleshoot infrastructure issues effectively
Security Practices to maintain operational data integrity and comply with security procedures
Technical Applications to navigate Windows, Office, or comparable platforms
Remote Support to manage and resolve customer incidents independently
Continuous Integration to participate actively in all provided training programs
Shift Operations to support a 24x7 environment, including shift and weekend work
High School Diploma or GED
A minimum of 2+ years of experience in a technical support role
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Knowledge of Firewall, WAN, LAN, and Router Architecture
Knowledge of RF Trunking systems and communication networks
Knowledge of VoIP and IP telephony
Network+ Certification, A+ Certification, Security+ Certification, or AI Certifications
Foundational knowledge of ITIL framework
Familiarity with mobile radio technology and products

Responsibilities

Serve as the primary point of contact for customer incidents received via phone, email, or other communication channels
Document initial triage data and the specific technical actions implemented to resolve incidents clearly and accurately
Resolve known problems by applying established knowledge articles and escalate complex issues when necessary to meet service level agreements
Propose and create new knowledge articles to document resolutions for previously undocumented technical issues
Maintain an active continuous improvement mindset to identify and propose enhancements to streamline internal workflows
Observe and analyze system behaviors to proactively support data security and safeguard sensitive information
Build strong, professional working relationships with both internal and external customers
Collaborate seamlessly across functional lines to resolve complex technical challenges
Navigate sensitive customer scenarios with transparency while establishing clear expectations to help to provide a positive service experience