Customer Support Technician, Motorola Solutions

• Experience working with Active Directory
• Working knowledge of Windows/Windows Server OS
• Working knowledge of Linux/Unix OS
• Experience with Network Troubleshooting
• 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
• High School Diploma or Equivalent
• 2+ years of Technical Support experience
• Must be able to obtain background clearance as required by government customer

Desirable

• The Customer Support Technician II is a reactive role within the Astro Infrastructure Technical Support Organization
• TSO provides remote technical support Monday through Friday (8x5) as a component of the broader model to ensure the availability of mission critical radio systems
• Ensuring public safety for our commercial and government customers while delivering a great customer experience is paramount
• This team addresses new and existing tickets and works closely with customers, field teams, and the escalation team to restore service and drive incidents to resolution
• The Shift for this role is 10:30am - 7:00pm Monday - Friday
• Provide mission-critical technical support of Motorola ASTRO systems. Support public safety for commercial and government customers
• Maintain consistent communication by phone, email, and ticket update with customers and other Motorola Solutions teams. Drive incidents to resolution
• Escalate any incidents that cannot be resolved within specified time frames based on severity and priority of customer issues
• Collect information and document initial triage and steps taken towards resolution of an incident
• Implement resolution to known problems through the use of knowledge articles
• Create knowledge articles for resolution of problems not yet documented in the knowledge database
• Ensure support and performance metric requirements are met
• Track and drive all outages/issues through the return to normal services
• Respond to customer incidents in a timely fashion and in compliance with service level agreements
• Build strong and effective working relationships with internal and external customers
• Collaborate across functional lines seamlessly
• Work to control customer situations, and setting customer expectations appropriately
• Familiarize and comply with Motorola quality, security, and operational policies and practices
• Provide feedback and input to help build processes. Provide guidance and support for continual improvement
• Responsible for updating and maintaining data used for support
• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks
• Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision