Technical Support Analyst, Motorola Solutions

• High School diploma or equivalent
• 1+ year of Technical Support/Customer Support experience

Desirable

• As a Tier 1 Analyst, you will be the first point of contact for our customers, providing empathetic and efficient phone support. You’ll leverage critical thinking and technical expertise to troubleshoot Linux-based environments, manage field technician coordination, and ensure an exceptional customer experience
• You’ll leverage critical thinking and technical expertise to troubleshoot Linux-based environments, manage field technician coordination, and ensure an exceptional customer experience
• Linux & Network Troubleshooting: Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment
• Incident Management: Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2
• Customer Experience: Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
• Field Coordination: Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
• Knowledge Management: Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency
• Operational Agility: Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends