Customer Support Technician I (US Remote)

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, safety and security are at the heart of everything we do. Our Flex Support team builds and connects technologies to help protect people, property, and places. We foster the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.

Job Description

The Technical Flex Support Specialist is responsible for providing post-sales customer support for the MSI Flex Computer Aided Dispatch solution. This involves answering technical questions and resolving technical issues for customers running the Flex proprietary software in Windows and Linux environments. Supporting other MSI products may also be required. This role requires an adaptable, customer-service-oriented professional who can manage diverse technical challenges, ensuring efficient support delivery and high user satisfaction.

Key Responsibilities:

• Deliver first- and second-level technical support to end-users via phone, email, chat, and in-person channels.

• Troubleshoot and resolve technical issues for the Flex Computer Aided Dispatch solution spanning hardware, software, operating systems, network connectivity, and applications.

• Configure, deploy, and maintain end-user devices, including desktop computers, laptops, mobile devices, and peripherals.

• Install, configure, and provide ongoing support for various software applications.

• Assist with network diagnostics, resolving basic network issues and connectivity problems.

• Create and maintain knowledge base documentation for common issues, troubleshooting processes, and resolutions.

• Escalate complex technical issues to higher-level support teams or subject matter experts as necessary.

• Ensure issues are fully resolved by following up with end-users.

• Adhere to ITIL or other relevant IT service management best practices.

• Maintain flexibility for shift work and on-call rotations.

Job Requirements:

• Proven hands-on experience in a dedicated technical support role.

• Strong knowledge of Windows and/or Linux operating systems.

• Experience with troubleshooting both hardware and software.

• Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP).

• Experience supporting mobile devices (iOS, Android).

• Excellent problem-solving and troubleshooting capabilities.

• Strong verbal and written communication and interpersonal skills.

• Ability to work effectively both independently and within a team environment.

• Ability to manage and prioritize multiple tasks simultaneously.

• Demonstrated commitment to customer service excellence.

Preferred Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).

• Experience utilizing help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira).

• Familiarity with remote support tools.

• Knowledge of the ITIL framework.

• Experience with scripting languages (e.g., PowerShell, Python).

• Experience with major cloud platforms (e.g., AWS, Azure, Google Cloud).

• Fluent and experienced with AI-enhanced productivity tools.

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: $55,000- $60,000

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

• 2+ years of experience in Technical Support

• Ability to obtain background clearance as required by government customers

• 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, 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 complete this Reasonable Accommodations Form so we can assist you.