Customer Support Technician I (US Remote)

100000 Motorola Solutions, Inc.; Virginia; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions, Inc. is seeking a Technical Flex Support Specialist to provide post-sales customer support for the Flex CAD solution in Windows and Linux environments. You’ll troubleshoot hardware/software, assist with device deployment, and maintain documentation to ensure high user satisfaction.

The role supports on-call rotations and ITIL practices. Strong communication, problem-solving, and multitasking abilities are essential, along with the ability to work independently or in a team.

Qualifications

• Proven hands-on experience in a dedicated technical support role.
• Strong knowledge of Windows and/or Linux operating systems.
• Experience troubleshooting hardware and software.
• Familiarity with TCP/IP, DNS, DHCP networking concepts.
• Experience supporting iOS and Android devices.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team, manage multiple tasks.

Responsibilities

• Provide first- and second-level technical support to end-users by phone, email, chat, and in-person.
• Troubleshoot issues across hardware, software, OS, networking, and applications.
• Configure and maintain end-user devices and peripherals.
• Install and support software applications.
• Assist with network diagnostics and connectivity problems.
• Create and maintain knowledge base documentation.
• Escalate complex issues to higher-level teams as needed.
• Follow ITIL or equivalent IT service management practices.
• Maintain on-call rotations and shift flexibility.

Skills

Windows/Linux knowledge

Hardware/software troubleshooting

Networking basics

Mobile device support

Customer service focus

Communication skills

Multitasking

Team collaboration

Education

High School Diploma

Tools

Zendesk

ServiceNow

Jira

Remote support tools

Job description

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

At Motorola Solutions, safety and security are at the heart of everything we do. Our Flex Support team builds and connects technologies to help protect people, property, and places. We foster the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.

Job Description

The Technical Flex Support Specialist is responsible for providing post-sales customer support for the MSI Flex Computer Aided Dispatch solution. This involves answering technical questions and resolving technical issues for customers running the Flex proprietary software in Windows and Linux environments. Supporting other MSI products may also be required. This role requires an adaptable, customer-service-oriented professional who can manage diverse technical challenges, ensuring efficient support delivery and high user satisfaction.

Key Responsibilities

• Deliver first- and second-level technical support to end-users via phone, email, chat, and in-person channels.
• Troubleshoot and resolve technical issues for the Flex Computer Aided Dispatch solution spanning hardware, software, operating systems, network connectivity, and applications.
• Configure, deploy, and maintain end-user devices, including desktop computers, laptops, mobile devices, and peripherals.
• Install, configure, and provide ongoing support for various software applications.
• Assist with network diagnostics, resolving basic network issues and connectivity problems.
• Create and maintain knowledge base documentation for common issues, troubleshooting processes, and resolutions.
• Escalate complex technical issues to higher-level support teams or subject matter experts as necessary.
• Ensure issues are fully resolved by following up with end-users.
• Adhere to ITIL or other relevant IT service management best practices.
• Maintain flexibility for shift work and on-call rotations.

Job Requirements

• Proven hands-on experience in a dedicated technical support role.
• Strong knowledge of Windows and/or Linux operating systems.
• Experience with troubleshooting both hardware and software.
• Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP).
• Experience supporting mobile devices (iOS, Android).
• Excellent problem-solving and troubleshooting capabilities.
• Strong verbal and written communication and interpersonal skills.
• Ability to work effectively both independently and within a team environment.
• Ability to manage and prioritize multiple tasks simultaneously.
• Demonstrated commitment to customer service excellence.

Preferred Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience utilizing help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Familiarity with remote support tools.
• Knowledge of the ITIL framework.
• Experience with scripting languages (e.g., PowerShell, Python).
• Experience with major cloud platforms (e.g., AWS, Azure, Google Cloud).
• Fluent and experienced with AI-enhanced productivity tools.

Target Base Salary Range

$55,000- $60,000 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 2+ years of experience in Technical Support Ability to obtain background clearance as required by government customers 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 Our U.S.

Benefits

Our U.S. Benefits include: 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.