Technical Support Analyst (Hybrid)

Motorola Solutions
United States
Workplace: HybridFull timeUSD 52,900 - 59,900Function: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Troubleshooting","Technical communication","Collaboration","Case documentation","Customer support"]

Provide tier-one and tier-two troubleshooting for Avigilon Alta video and access solutions, using advanced diagnostic tools and an AI assistant to analyze complex network logs and resolve issues. Replicate customer environments in technical labs, monitor performance metrics for cloud video/access control, and support partners with real-time guidance. Own case management and contribute to Knowledge-Centered Service (KCS) by creating and publishing technical knowledge articles.

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FursaFursa
Motorola Solutions
Motorola Solutions
1 month ago

Technical Support Analyst (Hybrid)

āœ“ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 31 days agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Provide tier-one and tier-two troubleshooting for Avigilon Alta video and access solutions, using advanced diagnostic tools and an AI assistant to analyze complex network logs and resolve issues. Replicate customer environments in technical labs, monitor performance metrics for cloud video/access control, and support partners with real-time guidance. Own case management and contribute to Knowledge-Centered Service (KCS) by creating and publishing technical knowledge articles.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • ā€¢Analyze, troubleshoot, and resolve hardware, cloud software, mobile application, and network issues for Avigilon Alta platforms.
  • ā€¢Replicate customer environments in technical labs and analyze system logs to diagnose physical security integration issues.
  • ā€¢Monitor and analyze system performance metrics to proactively identify resolution paths for cloud video and access control systems.
  • ā€¢Collaborate with senior escalation engineers and product development teams to resolve advanced customer inquiries across multiple channels.
  • ā€¢Manage customer inquiries via phone, email, tickets, and chat; document diagnostic steps and resolve cases in CRM ticketing platforms while contributing to KCS knowledge articles.
Travel: Low travel

Pay and Benefits

Salary: USD 52,900 - 59,900
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityPaid HolidaysPaid LeavePaid Parental

Key Requirements

  • ā€¢1+ years of technical support experience.
  • ā€¢High school diploma or equivalent.
  • ā€¢Legal authorization to work in the U.S. indefinitely (no employer work permit sponsorship).
  • ā€¢Network troubleshooting skills to resolve IP routing, DNS configuration, and firewall communication issues.
  • ā€¢Ability to troubleshoot enterprise applications across Windows, Mac, or Linux environments and deliver clear technical explanations in English.
Experience:1+ years
Education:High School
Skills:TroubleshootingTechnical communicationCollaborationCase documentationCustomer support
Certifications:CompTIA A+CompTIA Network+CCNA
Languages:English
Tech Stack:Avigilon AltaPriority Intelligenceā„¢AssistKnowledge-Centered Service (KCS)CRM ticketingWindowsMacLinuxWindows ServerIP routingDNSFirewall communicationPhone supportEmailTicketsChat

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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