DRN Support Technician Tier 2 (Hybrid) - Fort Worth, Texas

Motorola Solutions; Indiana (PA); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions is seeking a DRN Support Technician Tier 2 to provide excellent customer service by independently troubleshooting, installing, and supporting software and hardware such as laptops, servers, and IP cameras. The role handles complex issues via phone and email, with remote access to client systems and on-call support during off hours.

Candidates need 2+ years in networking or customer care, a high school diploma or GED, and authorization to work in the U.S.

Qualifications

• 2+ years of Networking Experience and/or 2+ years of customer service experience.
• H.S. Diploma or G.E.D
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Responsibilities

• Install or troubleshoot the company’s proprietary software and hardware with remote access.
• Provide courteous and knowledgeable troubleshooting support via phone, email, and in person.
• Ensure timely and accurate setup of all systems and on-call availability during off hours.
• Monitor chat sessions to assist other team members and document issues in the ticketing system.
• Train customers on system use, software, hardware and installation.

Skills

Networking experience

Customer service

Education

High School Diploma or GED

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
VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Product Management Team works to ensure that products are aligned with customer needs and requirements, taking input from customers and internal stakeholders to define requirements for software development that enhance the product’s value to the customer.

Job Description

NOTE: The candidate must live within a commuting distance to Fort Worth, Texas.

As an DRN Support Technician Tier 2 you will provide excellent customer service to new and existing customers by independently troubleshooting, installing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. The Support Technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.
• Ensure timely and accurate set up of all systems
• Phone Support during regular business hours and on-call availability during off hours
• Monitor Chat sessions to assist other team members
• Test systems to ensure they are working correctly
• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.
• Follow the department process, procedure, and metrics
• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
• Train customers on use of systems including software, hardware and installation.
• Multi-task and have excellent time management skills
• Understand the severity of an issue and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic

Target Base Salary Range - $45,000 to $55,000USD

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.

#LI-NJ1

#LI-HYBRID

Basic Requirements

• 2+ years of Networking Experience and/or 2+ years of customer service experience
• H.S. Diploma or G.E.D
• 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

Our U.S.Benefitsinclude:

• Incentive Bonus Plans

• Medical, Dental, Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & 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 thisReasonable Accommodations Formso we can assist you.