Software Systems Technical Support

Motorola Solutions Inc; New York (NY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401k with company match

Paid holidays

Job summary

Motorola Solutions is seeking a detail-oriented Software Systems Support Specialist to join the NYC 9-1-1 Next Gen Call Handling Support team. You will diagnose and resolve software issues, manage tickets, and assist with deployments while collaborating with engineers and QA teams.

The role requires strong analytical skills, customer focus, and the ability to navigate operating systems, databases, and software workflows in a fast-paced environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1–3 years in technical support or IT system support roles preferred.
• Strong root-cause analysis and problem-solving skills.
• Ability to document issues and steps clearly for engineers.

Responsibilities

• Diagnose, reproduce, and resolve issues across software systems and apps.
• Manage inbound requests via ticketing systems and meet SLAs.
• Support deployments, patches, and configuration updates.
• Escalate bugs and coordinate with vendors for Tier 2/3 resolutions.
• Assist end-users with access, permissions, and feature guidance.
• Create and update internal knowledge bases and SOPs.

Skills

Windows OS

Linux/Unix

macOS

SQL basics

Networking basics

Communication

Education

Bachelor’s degree in Computer Science or IT

Tools

Jira

ServiceNow

Zendesk

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

NYC 9-1-1 Next Gen Call Handling Support

Job Description

We are seeking a detail-oriented and analytical Software Systems Support Specialist to join our technical operations team. In this role, you will be responsible for installing, maintaining, and troubleshooting our suite of software systems and applications. You will serve as the technical bridge between end-users and our development teams, diagnosing application errors, assisting with software deployments, and maintaining system documentation. The ideal candidate possesses strong root-cause analysis skills, a customer-first mindset, and hands-on experience navigating operating systems, databases, and software workflows.

Core Responsibilities

• Application Troubleshooting: Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations.
• Ticket Management: Monitor and manage inbound support requests via a ticketing system (e.g., Jira, ServiceNow, Zendesk), prioritizing issues based on business impact and meeting SLAs.
• System Maintenance & Deployment: Support routine software deployments, patch installations, system configuration updates, and application testing.
• Escalation & Vendor Liaison: Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions.
• User Support & Onboarding: Assist end-users with application access, configuration, account permissions, and feature guidance.
• Documentation: Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).

Required Skills & Qualifications

• Operating Systems: Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack.
• Databases: Basic to intermediate knowledge of SQL (ability to write queries to inspect data, trace bugs, or verify reports).
• Networking & Web Concepts: Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.
• Tools: Experience using issue-tracking software (e.g., Jira) and log-analysis tools.
• Problem-Solving: Strong analytical capability to dissect complex technical behavior and identify root causes.
• Communication: Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers.
• Adaptability: Ability to prioritize competing demands in a fast-paced environment.

Education & Experience

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience/certifications).
• Experience: 1–3 years of experience in technical support, application support, or IT system support roles.

Preferred Certifications (Bonus)

• CompTIA A+ / Network+ / Security+
• ITIL Foundation
• Microsoft Certified: Fundamentals
• AWS Certified Cloud Practitioner

Basic Requirements

Bachelor’s degree in Information Technology, Computer Science, OR related field (or equivalent experience) 1–3 years of experience in technical support, application support, or IT system support roles.

Travel Requirements

• Under 10%
• Relocation Provided: None
• Position Type: Experienced
• Referral Payment Plan: No

U.S. 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. 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.

MOTOROLA SOLUTIONS 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.