Tier II Technical Support (US Remote) at Motorola Solutions
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewThe Tier II Support Engineers provide support and solutions to group of customers. They work cross- functionally with Support, Sales and Development. Their goals are to maximize client experience with WatchGuard products (Dash Cameras, Body Cameras and Evidence Management Software), and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.
Accurately document product issues and convey workarounds and fixes to customers.
Handle escalated customer issues and see problems through to resolution.
Follow procedures for internal escalation of issues to the appropriate internal teams.
Document solutions to problems that are known to involve extensive research.
Develop and maintain a deep understanding of WatchGuard products and services.
Must be available after-hours to provide support to Tier 1 on a rotational basis. (6-8 on call rotations per year)
Some travel may be required.
Hardware, Software and Networking troubleshooting.
RAID technologies and Virtual Disks.
SQL Server queries and updates.
Windows Server 2016, 2012, 2008; Windows 7, 8, 10; Linux distributions.
Azure Cloud and containers.
Active Directory, DNS.
Routers, switches, VLANs, VPN, DHCP, TCP/IP.
Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
Internet protocols and certificates (HTTPS, SSL/TLS, etc.).
3 + years of technical support experience
Minimum high school diploma or equivalent
Travel RequirementsUnder 25%
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.