Technical Support Analyst (Hybrid)
Motorola Solutions is a global community focused on enhancing safety through technology. The Technical Support Analyst will serve as the first point of contact for customers, providing support for troubleshooting and incident management, while ensuring a positive customer experience.
Responsibilities
- Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment
- Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2
- Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
- Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
- Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency
- Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends
Skills
- High School diploma or equivalent
- 1+ year of Technical Support/Customer Support experience
- Foundational understanding of Linux command-line interface (CLI) and network configuration
- Proven ability to de-escalate 'heated' situations and guide non-technical users through logical troubleshooting steps
- A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles
- Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)
Company Overview