Technical Support Analyst (Hybrid)

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 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.

• 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

• 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

• 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

• 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.

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• 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.