Technical Support Engineer II

Job TitleTechnical Support Technician IIJob DescriptionWe are looking for a Technical Support Technician II to serve as a vital contributor to our professional support operations in Allen, TX. In this role, you will be the primary point of contact for technical resolution, collaborating across functional lines to solve complex challenges. We believe that everything starts with our people, and we are committed to providing an inclusive space where you can explore your potential, utilize "Priority Intelligence™" systems, and make a real-world impact. We offer a people-first culture that empowers our personnel to deliver exceptional service while maintaining a strong continuous improvement mindset.Key Responsibilities:Incident Resolution & SupportServe as the primary point of contact for customer incidents received via phone, email, or other communication channelsDocument initial triage data and the specific technical actions implemented to resolve incidents clearly and accuratelyResolve known problems by applying established knowledge articles and escalate complex issues when necessary to meet service level agreementsKnowledge Management & Workflow OptimizationPropose and create new knowledge articles to document resolutions for previously undocumented technical issuesMaintain an active continuous improvement mindset to identify and propose enhancements to streamline internal workflowsObserve and analyze system behaviors to proactively support data security and safeguard sensitive informationCustomer Experience & CollaborationBuild strong, professional working relationships with both internal and external customersCollaborate seamlessly across functional lines to resolve complex technical challengesNavigate sensitive customer scenarios with transparency while establishing clear expectations to help to provide a positive service experienceJob Requirements:Technical ExpertiseNetworking Protocols to troubleshoot infrastructure issues effectivelySecurity Practices to maintain operational data integrity and comply with security proceduresTechnical Applications to navigate Windows, Office, or comparable platformsProfessional ExperienceRemote Support to manage and resolve customer incidents independentlyContinuous Integration to participate actively in all provided training programsShift Operations to support a 24x7 environment, including shift and weekend workPreferred QualificationsKnowledge of Firewall, WAN, LAN, and Router ArchitectureKnowledge of RF Trunking systems and communication networksKnowledge of VoIP and IP telephonyNetwork+ Certification, A+ Certification, Security+ Certification, or AI CertificationsFoundational knowledge of ITIL frameworkFamiliarity with mobile radio technology and productsThis 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: $54,000 - $64,000Consistent 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.Basic RequirementsHigh School Diploma or GEDA minimum of 2+ years of experience in a technical support roleLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola 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.