Tier 2 Technical Support Representative

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview Theatro Acquisition Job Description Responsibilities: Provide technical/non-technical support to Theatro customers, supporting various deployed solutions. This will include troubleshooting and remote diagnostics of all Theatro applications. Evaluate support requests and direct them to the appropriate technician or IT support resources based on individual request requirements and resource capabilities. Log all service requests, track response to and document closure of service requests to ensure compliance for response time and Service Level Agreements. Assist in providing data and reporting to the Support Manager and others as required. Assist in continuous improvement initiatives intended to improve performance for the customer and cost savings to Theatro. Act as the primary liaison between the customer and all applicable internal team members. Attend Troubleshooting calls with other groups and outside vendors to bring issues to resolution. Use expertise to help develop new workflows and reporting for new applications and systems. Monitor open tickets and drive to resolution. Perform maintenance on customer accounts by using various tools to access the data. Qualifications: 1st & 2nd shift and weekend availability. Ability to understand and diagnose various technical issues relating to networking hardware, Wi-Fi infrastructure, Theatro hardware and software applications. Experience with hardware operations or technical support. Must be reliable and show initiative; have the flexibility to work independently and as a team. Ability to multi-task and set priorities in a fast-paced, dynamic environment. Must be able to explain technical terms and solutions to technical and non-technical customers. Excellent computer skills and proficient in MS Office suite. Excellent communication skills both verbal and written. Excellent interpersonal skills. A demonstrated commitment to high professional ethical standards. Excels at operating in a fast pace, high performing environment. Excels in a collaborative work environment and has a commitment to get the job done. Ability to look at situations from several points of view. Associates degree in business or computer science preferred or related work experience. Experience as a Theatro Tier 1 agent is beneficial as it introduces one to all the systems and applications required to resolve customer issues. Target Base Salary: $24/hr 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. Basic Requirements 1+ years of experience Must be at least 18 years of age Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements None Relocation Provided None Position Type Experienced Referral Payment Plan No Our U.S. Benefits include: Incentive Bonus Plans Medical, Dental, Vision benefits 401K 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. Originally posted on Himalayas