Technical Support Analyst

Technical Support AnalystAt 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:Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channelsDemonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and serversMaintain detailed and concise technical case records within our case management systems to capture incident historiesCustomer Experience & Workflow ManagementHelp to provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requestsPrioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needsEmploy systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levelsCollaborative Growth & Continuous LearningMaintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocolsApply knowledge-sharing techniques to collaborate with team members and independently navigate technical challengesMaintain composure under pressure while managing customer expectations and providing timely updates during critical incidentsJob Requirements:IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and MulticastingOperating Systems & Hardware to install, configure, and troubleshoot customer environmentsVideo Security Systems to support Video Management Systems, IP cameras, and network serversCommunication Proficiency to document complex technical details clearly in EnglishSystematic Troubleshooting to resolve technical customer challenges efficiently with high qualityMultitasking & Prioritization to balance live customer interactions, queue management, and shift obligationsSelf-Starter Collaboration to drive resolution independently or work within cross-functional technical teamsIndustry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+Contact center experience within a dedicated technical support environmentExperience operating within KCS (Knowledge-Centered Service) MethodologyFamiliarity with ONVIF profiles or related video streaming servicesThis 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. customersTarget Base Salary Range: $50,000-$58,000Consistent 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.#LI-DB1#LI-HybridBasic Requirements:High school diploma and 1+ years of technical support or customer support experienceMust be able to obtain background clearance as required by government customerLegal 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: NonePosition Type: ExperiencedReferral Payment Plan: YesOur 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.