Customer Support Technician II (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 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. Job Description As a Customer Support Technician II, you will provide mission-critical technical support for Motorola ASTRO systems, serving public safety for commercial and government clients. This hybrid role requires a proactive professional who can manage priorities with minimal supervision while maintaining high-security standards. Key Responsibilities & Requirements System Support: Provide high-level technical support for Motorola ASTRO systems and Land Mobile Radio (LMR) infrastructure, ensuring the stability of critical public safety communications. Incident Management: Drive incidents to resolution by performing initial triage, documenting troubleshooting steps, and escalating complex issues within specified time frames to meet service level agreements (SLAs). Communication: Maintain consistent, professional communication via phone, email, and ticketing systems to manage customer expectations and build strong relationships with internal and external stakeholders. Knowledge Management: Utilize and contribute to the knowledge database by implementing documented solutions and authoring new articles for previously undocumented technical issues. Technical Proficiency: Leverage experience with Active Directory, Network Troubleshooting, and various operating systems including Windows/Windows Server and Linux/Unix. Performance Excellence: Ensure all support and performance metrics are met while tracking outages through to the successful restoration of services. Process Improvement: Collaborate across functional lines to provide feedback on operational processes and participate in training to stay current on evolving systems and applications. 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. Pay Target Base Salary Range: $60,000 - $65,000 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. Basic Requirements High School Diploma or Equivalent 2+ years of Technical 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 None 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. Company Culture 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. #J-18808-Ljbffr