Customer Support Technician I (US Remote)

Company OverviewAt 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. Our Flex Support team builds and connects technologies to help protect people, property, and places. We foster the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.

Job Description The Technical Flex Support Specialist is responsible for providing post-sales customer support for the MSI Flex Computer Aided Dispatch solution. This involves answering technical questions and resolving technical issues for customers running the Flex proprietary software in Windows and Linux environments. Supporting other MSI products may also be required. This role requires an adaptable, customer-service-oriented professional who can manage diverse technical challenges, ensuring efficient support delivery and high user satisfaction.

Key Responsibilities:

• Deliver first- and second-level technical support to end-users via phone, email, chat, and in-person channels.

• Troubleshoot and resolve technical issues for the Flex Computer Aided Dispatch solution spanning hardware, software, operating systems, network connectivity, and applications.

• Configure, deploy, and maintain end-user devices, including desktop computers, laptops, mobile devices, and peripherals.

• Install, configure, and provide ongoing support for various software applications.

• Assist with network diagnostics, resolving basic network issues and connectivity problems.

• Create and maintain knowledge base documentation for common issues, troubleshooting processes, and resolutions.

• Escalate complex technical issues to higher-level support teams or subject matter experts as necessary.

• Ensure issues are fully resolved by following up with end-users.

• Adhere to ITIL or other relevant IT service management best practices.

• Maintain flexibility for shift work and on-call rotations.

Job Requirements:

• Proven hands-on experience in a dedicated technical support role.

• Strong knowledge of Windows and/or Linux operating systems.

• Experience with troubleshooting both hardware and software.

• Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP).

• Experience supporting mobile devices (iOS, Android).

• Excellent problem-solving and troubleshooting capabilities.

• Strong verbal and written communication and interpersonal skills.

• Ability to work effectively both independently and within a team environment.

• Ability to manage and prioritize multiple tasks simultaneously.

• Demonstrated commitment to customer service excellence.

Preferred Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).

• Experience utilizing help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira).

• Familiarity with remote support tools.

• Knowledge of the ITIL framework.

• Experience with scripting languages (e.g., PowerShell, Python).

• Experience with major cloud platforms (e.g., AWS, Azure, Google Cloud).

• Fluent and experienced with AI-enhanced productivity tools.

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 bac...