Technical Support Technician II

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

At Motorola Solutions, we are "Solving for safer" by building and connecting technologies that protect people, property, and places. Our Managed & Support Services team brings an "always-on" rigor to maintaining system performance, helping to ensure that our customers can communicate with absolute clarity in the moments that matter.

Job Description

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 believe that everything starts with our people, and we are committed to providing an inclusive space where you can explore your potential, utilize "Priority Intelligence" systems, and make a real-world impact.

We offer a people-first culture that empowers our personnel to deliver exceptional service while maintaining a strong continuous improvement mindset.

Key Responsibilities:

Incident Resolution & Support

* 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

Knowledge Management & Workflow Optimization

* 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

Customer Experience & Collaboration

* 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

Job Requirements:

Technical Expertise

* 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

Professional Experience

* 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

Preferred Qualifications

* 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

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Target Base Salary Range: $54,000 - $64,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

* 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.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

* 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

* and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race,…