Technical Support Analyst (Hybrid)

Motorola Solutions; Plantation (FL); Hybrid; USD 52,900 - 59,900; 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

Job summary

Motorola Solutions is seeking a Technical Support Analyst to join our global team. You will provide tier‑one and tier‑two troubleshooting for Avigilon Alta Video and Access solutions, analyzing complex network logs with Assist, our AI-powered assistant, and delivering premier assistance to partners and end users in a hybrid work environment.

Requirements include a Bachelor's degree or equivalent practical experience, 1+ years in technical support, and strong IP networking, Windows/Mac/Linux

Qualifications

• 1+ years of Technical Support experience.
• High School Diploma or equivalent.
• Legal authorization to work in the U.S. indefinitely; sponsorship not offered.

Responsibilities

• Analyze, troubleshoot, and resolve hardware, cloud software, mobile apps, and network issues for Avigilon Alta platforms.
• Replicate customer environments in labs and analyze system logs to diagnose complex access control/integration issues.
• Observe and analyze system performance metrics to identify resolution paths for cloud video and access control systems.
• Provide real-time technical guidance and phone support to installation partners for on-site deployments.

Skills

Network troubleshooting

Multi-OS support

English proficiency

Education

High School Diploma

Tools

CRM ticketing systems

Job description

Company Overview

Motorola Solutions builds and connects technologies to help protect people, property and places. We believe that everything starts with our people and aim to help keep people safer everywhere.

Department Overview

We are committed to Solving for safer across the communities and enterprises we support. Our video security and access control division develops next-generation cloud-managed platforms that enable collaboration when it matters most.

Job Description

Join our global technical support organization as a Technical Support Analyst, providing tier-one and tier-two troubleshooting for Avigilon Alta Video and Access solutions. You will work in a people-first, inclusive culture to ensure installation partners and end users receive exceptional technical assistance. Leverage advanced diagnostic tools alongside Assist, our AI-powered assistant, to analyze complex network logs and resolve system challenges, delivering a premier Assisted Experience. We welcome applicants with a Bachelor\'s degree or equivalent practical experience.

Key Responsibilities

• Technical Resolution & Diagnostics: Analyze, troubleshoot, and resolve hardware, cloud software, mobile applications, and network issues for Avigilon Alta platforms.
• Replicate customer environments in technical labs and analyze system logs to diagnose complex physical security integration issues.
• Observe and analyze system performance metrics to proactively identify resolution paths for cloud video and access control systems.

• Partner Success & Collaboration: Collaborate with senior escalation engineers and product development teams to resolve advanced customer inquiries across multiple channels.
• Contribute to Knowledge-Centered Service (KCS) by creating, editing, and publishing comprehensive technical knowledge base articles.
• Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments.

Job Requirements

• Technical Expertise: Network Troubleshooting to resolve IP routing, DNS configuration, and firewall communication issues.
• Multi-OS Support: Troubleshoot enterprise applications in Windows, Mac, or Linux environments.
• Technical Certifications: CompTIA A+, Network+, or CCNA.

Professional Experience

• Multi-Channel Delivery: Manage and resolve customer inquiries via phone, email, tickets, and chat systems.
• Case Management: Thoroughly document diagnostic steps and resolve cases within CRM ticketing platforms.
• English Proficiency: Deliver clear, professional technical explanations to partners and customers.

Preferred Qualifications

• Experience with IP-based video management systems or cloud access control systems.
• Knowledge of Windows Server administration.
• Practical familiarity with physical low-voltage wiring, relay connections, or peripheral door hardware.

Target Base Salary Range: $52,900 - $59,900

Pay transparency statement: Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 1+ years of Technical Support experience.
• High School Diploma or equivalent.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel and Position Details

Travel: Under 10%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

Our 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 culture and are committed to providing an inclusive and accessible recruiting experience. To request an accommodation, please complete the Reasonable Accommodations Form so we can assist you.