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Support Technician II

Motorola Solutions

This is a Full-time position in Schaumburg, IL posted May 25, 2020.

Location:  Schaumburg, IL

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

You will be responsible for supporting our team of partners and customers of our flagship Astro technology and APX & APX Next product line. This position will be providing remote first and second level support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high quality, timely support to customers. In addition, you will be collaborating with Peer, engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to come up to speed rapidly on our technology and products. We are looking for a high-energy, forward-thinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.

Job Description

The Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required.

Requirements

• Information Security theory and best practices
• Communication networks and RF Trunking system knowledge
• General working knowledge of Windows, Office, or equivalent
• Experience in providing technical support to remote customers

• Knowledge of VoIP and IP telephony
• Familiarity with mobile radio technology and products a plus
• Ability to collaborate across functional lines seamlessly
• Proficient in controlling customer situations, and setting customer expectations appropriately
• Able to rely on experience and judgment to plan and accomplish goals
• Self-starter who manages their own priorities and activities
• Excellent written and oral communication skills

• Coaching / Technical training experience a plus

• Experience with Google Suite (Gmail, Drive, Docs, Sheets, Slides, Forms, Calendar, Google+, Sites, Chat)

• Experience with Firewall, WAN, LAN, and Router Architecture a plus

• ITIL Foundations Certification a plus

• A+ Certification a plus

• Network+ Certification a plus

Basic Requirements

  • Minimum of a high school diploma and 1+ years of experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No