At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
Duties and Responsibilities:
With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.
Ensure timely and accurate set up of all systems
Phone Support during regular business hours and on-call availability during off hours
Monitor Chat sessions to assist other team members
Test systems to ensure they are working correctly
May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.
Follow the department process, procedure, and metrics for a technical support III technician
Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
Train customers on use of systems including software, hardware and installation.
Multi-task and have excellent time management skills
Understand the severity of an issue and escalate issues efficiently and appropriately.
Demonstrated strong work ethic
Preferred Qualifications:
Associates Degree in a relevant field and 1+ years of experience
OR 3+ years of equivalent work experience
2+ years of Networking Experience
2+ years of customer service experience
Overnight Working Shift:
Depending on the needs of the business, the working shift is either:
Wednesdays, Thursdays, Fridays, and Saturdays from 11:00pm to 9:30am Central Time.
OR
Sundays, Mondays, Tuesdays, and Wednesdays from 11:00pm to 9:30am Central Time.
Position requires that the first weeks of training will be on-site at the Fort Worth, TX location.
This position is a remote position and candidates can be located anywhere in the US.
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2+ years of Networking and/or Customer Service Experience.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Our U.S. Benefits include:
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. 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.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.
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