DRN Support Technician Tier 2 (Hybrid) - Fort Worth, Texas

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.

As an DRN Support Technician Tier 2 you will provide excellent customer service to new and existing customers by independently troubleshooting, installing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. The Support Technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.  This is a metrics based support position that interacts with our customers via phone and/or E-mail.

• →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 set up 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 upon the environment.
• →Follow the department process, procedure, and metrics
• →Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
• →Train customers on 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

• 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.