Technical Support Analyst (Hybrid)

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 Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people, property and places. Our technical support teams foster the collaboration that's critical to “Solving for safer” across communities, schools, hospitals, and enterprises worldwide. Job Description At Motorola Solutions, we believe that everything starts with our people. As a Technical Support Analyst, you will play a key role in our mission by delivering rapid, dynamic support for critical video security products, including Video Management Systems, cameras, servers, and network infrastructures. Working in a collaborative, customer-first environment, you will take full ownership of complex technical challenges, applying systematic troubleshooting to maintain continuous system performance for those who count on us most. We empower every Motorolan to explore their curiosity, grow their expertise with an evolving product line, and deliver exceptional support when it matters most. Key Responsibilities Technical Support & Incident Resolution Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels Demonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and servers Maintain detailed and concise technical case records within our case management systems to capture incident histories Customer Experience & Workflow Management Help to provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requests Prioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needs Employ systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levels Collaborative Growth & Continuous Learning Maintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocols Apply knowledge-sharing techniques to collaborate with team members and independently navigate technical challenges Maintain composure under pressure while managing customer expectations and providing timely updates during critical incidents Job Requirements Technical Expertise IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting Operating Systems & Hardware to install, configure, and troubleshoot customer environments Video Security Systems to support Video Management Systems, IP cameras, and network servers Communication Proficiency to document complex technical details clearly in English Professional Experience Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams 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. Preferred Qualifications Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+ Contact center experience within a dedicated technical support environment Experience operating within KCS (Knowledge-Centered Service) Methodology Familiarity with ONVIF profiles or related video streaming services Target Base Salary Range $50,000-$58,000 Basic Requirements High school diploma and 1+ years of technical support or customer support experience. Must be able to obtain background clearance as required by government customer. 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 Benefits 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. MOTOROLA SOLUTIONS 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. Learn more at #J-18808-Ljbffr Motorola Solutions