Technical Support Analyst (Hybrid)

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. Our technical support teams foster the collaboration that's critical to "Solving for safer" across communities, schools, hospitals, and enterprises worldwide.

Job Description

At Motorola Solutions, we believe that everything starts with our people. As a Technical Support Analyst, you will play a key role in our mission by delivering rapid, dynamic support for critical video security products, including Video Management Systems, cameras, servers, and network infrastructures. Working in a collaborative, customer-first environment, you will take full ownership of complex technical challenges, applying systematic troubleshooting to maintain continuous system performance for those who count on us most. We empower every Motorolan to explore their curiosity, grow their expertise with an evolving product line, and deliver exceptional support when it matters most.

Key Responsibilities:

Technical Support & Incident Resolution

Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels

Demonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and servers

Maintain detailed and concise technical case records within our case management systems to capture incident histories

Customer Experience & Workflow Management

Help to provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requests

Prioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needs

Employ systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levels

Collaborative Growth & Continuous Learning

Maintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocols

Apply knowledge-sharing techniques to collaborate with team members and independently navigate technical challenges

Maintain composure under pressure while managing customer expectations and providing timely updates during critical incidents

Job Requirements:

Technical Expertise

IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting

Operating Systems & Hardware to install, configure, and troubleshoot customer environments

Video Security Systems to support Video Management Systems, IP cameras, and network servers

Communication Proficiency to document complex technical details clearly in English

Professional Experience

Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality

Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations

Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams

Preferred Qualifications

Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+

Contact center experience within a dedicated technical support environment

Experience operating within KCS (Knowledge-Centered Service) Methodology

Familiarity with ONVIF profiles or related video streaming services

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: $50,000-$58,000

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 and 1+ years of technical support or customer support experience

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.