Experienced Full Stack ASG Support Technician - US Remote Overnight Shift for Cloud and Network Infrastructure

At Motorola Solutions, we're driven by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control, and the ability to unite voice, video, and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.

Company Overview

Motorola Solutions is a leading global provider of mission-critical communications and analytics solutions. Our solutions help public safety and commercial organizations stay connected and informed, making it easier to respond to emergencies and keep communities safe. We're 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.

Job Description

We're seeking an experienced Full Stack ASG Support Technician to join our team in a US Remote Overnight Shift. As a key member of our Support Team, you'll provide excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. This is a metrics-based support position that interacts with our customers via phone and/or email.

Key Responsibilities

* With remote access to customer systems, install or troubleshoot the company's proprietary software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone, via email, and in person.
• Ensure timely and accurate setup of all systems.
• Phone support during regular business hours and on-call availability during off-hours.
• Monitor chat sessions to assist other team members.
• Test systems to ensure they are working correctly.
• May be required to adjust systems, including mechanical, electrical, software, or hardware, to make equipment functional depending on the environment.
• Follow the department process, procedure, and metrics for a technical support III technician.
• Maintain a log of customer issues, interactions, and troubleshooting steps in the department ticketing system.
• Train customers on the use of systems, including software, hardware, and installation.
• Multi-task and have excellent time management skills.
• Understand the severity of an issue and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic.

Preferred Qualifications

* Associate's degree in a relevant field and 1+ years of experience.

• OR 3+ years of equivalent work experience.
• 2+ years of networking experience.
• 2+ years of customer service experience.

Overnight Working Shift

Depending on the needs of the business, the working shift is either:

• Wednesdays, Thursdays, Fridays, and Saturdays from 11:00 pm to 9:30 am Central Time.
• OR
• Sundays, Mondays, Tuesdays, and Wednesdays from 11:00 pm to 9:30 am Central Time.

Must be available to change shifts due to business needs.

Position Requirements

* 2+ years of networking and/or customer service experience.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Under 10% travel required.

Benefits

* 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 and 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.

Why Join 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 email [email protected]. Apply now and join our team of dedicated professionals who are passionate about making a difference in the world.

Ready for an Easy Start?

This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and take the first step towards a fulfilling career with Motorola Solutions. Apply for this job