Technical Support Analyst

Company Overview

At 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

Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people, property, and places. Within the Motorola Network Operations Center, our team enables the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. We deliver 24/7 mission-critical operations to analyze real-time alerts, maintain optimal network availability, and help to ensure rapid response when critical issues arise.

Job Description

As a Technical Support Senior Specialist, you will drive swift, effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting, you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security, server, and networking technologies. We believe that everything starts with our people, and we empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality. Bachelor's degree or equivalent practical experience is valued for this role.

Key Responsibilities:

Technical Troubleshooting & Escalation Management

• Analyze, research, and systematically resolve complex technical issues related to video management systems, cameras, servers, and IP networks across phone and digital channels

• Observe and evaluate critical system alerts within the Network Operations Center, helping to ensure rapid response, accurate case documentation, and appropriate technical escalation

• Collaborate closely with Engineering teams on an as-needed basis to prioritize, drive, and resolve complex technical cases

Customer Experience & Process Leadership

• Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities

• Help to ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed

• Practice Knowledge-Centered Service (KCS) principles to document software, hardware, and network details accurately in the case management platform

Continuous Learning & Team Mentorship

• Maintain up-to-date expertise in evolving MSI products and technologies, keeping pace with continuous innovation across the safety and security ecosystem

• Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices

• Guide customers and partners toward adopting optimal system configurations and operational best practices

Job Requirements:

Technical Expertise

• IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols

• Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms

• Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)

• CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively

Professional Experience

• Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently

• Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels

• Priority Management to prioritize workload effectively under pressure across multiple incoming request channels

• Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams

Preferred Qualifications

• Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+

• Experience working within environments utilizing the Knowledge-Centered Service (KCS) Methodology

• Direct experience in the Video Security, Physical Security/Surveillance, or Access Control industries

• Post-secondary education (Degree, Diploma, or Certificate) in Computer Science, Engineering, or a related software/computer field

 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 background check administered by Motorola Solutions Inc. customers

Target Base Salary Range:  $60,000-$66,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1

#LI-Hybrid

Basic Requirements

• High School Diploma or equivalent

• 2+ years of technical support experience in an IT, contact center, or network operations environment

• Must be able to obtain background clearance as required by government customer

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.