Technical Support Engineer II

Motorola Solutions
United States
Workplace: OnsiteFull timeUSD 54,000 - 64,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Continuous improvement mindset","Professional customer communication","Cross-functional collaboration","Data integrity awareness"]

Serve as the primary point of contact for resolving customer incidents in Allen, TX, handling requests via phone, email, and other channels. Triage and document technical actions, resolve known issues using knowledge articles, and escalate complex problems to meet service-level agreements. Create and maintain knowledge content, improve internal workflows, and monitor system behaviors to support data security while collaborating across teams in a 24x7 shift environment.

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FursaFursa
Motorola Solutions
Motorola Solutions
1 month ago

Technical Support Engineer II

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 27 days agoStatus: Live

Job Summary

Serve as the primary point of contact for resolving customer incidents in Allen, TX, handling requests via phone, email, and other channels. Triage and document technical actions, resolve known issues using knowledge articles, and escalate complex problems to meet service-level agreements. Create and maintain knowledge content, improve internal workflows, and monitor system behaviors to support data security while collaborating across teams in a 24x7 shift environment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary point of contact for customer incidents received via phone, email, or other communication channels.
  • •Document initial triage data and the specific technical actions implemented to resolve incidents.
  • •Resolve known problems using knowledge articles and escalate complex issues to meet service level agreements.
  • •Propose and create new knowledge articles to document resolutions for previously undocumented issues.
  • •Support 24x7 operations, including shift and weekend work, while monitoring system behaviors to safeguard sensitive information.
Travel: Low travel

Pay and Benefits

Salary: USD 54,000 - 64,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveEquityPaid Holidays

Key Requirements

  • •Serve as the primary point of contact for customer incidents via phone, email, and other communication channels.
  • •Document triage data and the technical actions taken to resolve incidents accurately.
  • •Resolve known problems using established knowledge articles and escalate complex issues as needed to meet service-level agreements.
  • •Apply networking protocol knowledge to troubleshoot infrastructure issues and follow security practices to protect operational data integrity.
  • •Have a minimum of 2+ years of experience in a technical support role and possess a High School Diploma or GED.
Experience:2+ years
Education:High School
Skills:Continuous improvement mindsetProfessional customer communicationCross-functional collaborationData integrity awareness
Certifications:Network+A+Security+AI certifications
Tech Stack:WindowsMicrosoft OfficeITILFirewallWANLANRouter ArchitectureRF TrunkingVoIPIP telephonyMobile radio

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:CJIS

Company Brief

Motorola Solutions
Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.
Industry: Surveillance & Security Hardware
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1928
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn