Customer Support Technician

Who you are

• 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

What the job involves

• 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
• 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
• 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

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans