Technical Support Specialist - DoD SkillBridge

Motorola Solutions; Allen (TX); On-site; USD 18,000 - 30,000; Part time

Job summary

Motorola Solutions is seeking an intern for our DoD SkillBridge program to drive swift, effective issue resolution within a 24/7 Network Operations environment. You will troubleshoot video security, servers, and IP networks, escalating as needed and documenting findings for knowledge sharing.

As part of the NOC, you will collaborate with engineering, mentor teammates, and deliver empathetic customer support across calls, chats, and emails while continually learning MSI technologies and best

Qualifications

• IP networking to diagnose, configure, and troubleshoot routers, firewalls, wireless techs, and protocols
• OS and hardware across diverse software and hardware platforms
• Video management systems, IP cameras, and streaming video standards (ONVIF)
• CRM systems to manage case queues and track tasks
• Strong problem solving to identify root causes and resolve issues efficiently
• Clear communication to explain complex solutions to customers of all levels

Responsibilities

• Troubleshoot and escalate complex technical issues for video, servers, and IP networks across channels
• Monitor critical system alerts in NOC and ensure rapid response and proper escalation
• Collaborate with Engineering to prioritize and resolve complex cases
• Deliver empathetic customer experience across calls, chats, and emails while managing priorities
• Provide timely status updates on network operations and maintenance to stakeholders
• Document software, hardware, and network details in the knowledge base
• Mentor teammates and share technical knowledge and best practices to improve support
• Guide customers toward optimal system configurations and practices

Skills

IP Networking

Operating Systems

Video Security Systems

CRM Systems

Technical Troubleshooting

Stakeholder Communication

Priority Management

Knowledge-Centered Service

Education

Bachelor's degree or equivalent practical experience

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. 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. In our Network Operations setting, we unify voice, video, and data feeds to deliver the overarching perspective our global customers need to make critical decisions with speed and accuracy.

Job Description

As a Technical Support Specialist through the DoD SkillBridge program, you will drive swift, effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting, you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security, server, and networking technologies. We believe that everything starts with our people, and we empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality. A Bachelor's degree or equivalent practical experience is valued for this role.

Key Responsibilities

• Technical Troubleshooting & Escalation Management Analyze, research, and systematically resolve complex technical issues related to video management systems, cameras, servers, and IP networks across phone and digital channels
• Observe and evaluate critical system alerts within the Network Operations Center, helping to ensure rapid response, accurate case documentation, and appropriate technical escalation
• Collaborate closely with Engineering teams on an as-needed basis to prioritize, drive, and resolve complex technical cases
• Customer Experience & Process Leadership Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities
• Help to ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed
• Practice Knowledge-Centered Service (KCS) principles to document software, hardware, and network details accurately in the case management platform
• Continuous Learning & Team Mentorship Maintain up-to-date expertise in evolving MSI products and technologies, keeping pace with continuous innovation across the safety and security ecosystem
• Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices
• Guide customers and partners toward adopting optimal system configurations and operational best practices

Basic Requirements

Must be an active US service military member with the ability to gain approval for DoD SkillBridge program

Job Requirements

• IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols
• Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms
• Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)
• CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively
• Professional Experience Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently
• Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels
• Priority Management to prioritize workload effectively under pressure across multiple incoming request channels
• Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams

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 #LI-DB1

Travel Requirements

Under 10% Relocation Provided None

Position Type

Intern

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.

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.

Learn more at www.motorolasolutions.com.