Technical Support Engineer II
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
At Motorola Solutions, we are "Solving for safer" by building and connecting technologies that protect people, property, and places. Our Managed & Support Services team brings an "always-on" rigor to maintaining system performance, helping to ensure that our customers can communicate with absolute clarity in the moments that matter.Job Description
We are looking for a Technical Support Technician II to serve as a vital contributor to our professional support operations in Allen, TX. In this role, you will be the primary point of contact for technical resolution, collaborating across functional lines to solve complex challenges. We believe that everything starts with our people, and we are committed to providing an inclusive space where you can explore your potential, utilize "Priority Intelligence™" systems, and make a real-world impact. We offer a people-first culture that empowers our personnel to deliver exceptional service while maintaining a strong continuous improvement mindset.
Key Responsibilities:
Incident Resolution & Support
Serve as the primary point of contact for customer incidents received via phone, email, or other communication channels
Document initial triage data and the specific technical actions implemented to resolve incidents clearly and accurately
Resolve known problems by applying established knowledge articles and escalate complex issues when necessary to meet service level agreements
Knowledge Management & Workflow Optimization
Propose and create new knowledge articles to document resolutions for previously undocumented technical issues
Maintain an active continuous improvement mindset to identify and propose enhancements to streamline internal workflows
Observe and analyze system behaviors to proactively support data security and safeguard sensitive information
Customer Experience & Collaboration
Build strong, professional working relationships with both internal and external customers
Collaborate seamlessly across functional lines to resolve complex technical challenges
Navigate sensitive customer scenarios with transparency while establishing clear expectations to help to provide a positive service experience
Job Requirements:
Technical Expertise
Networking Protocols to troubleshoot infrastructure issues effectively
Security Practices to maintain operational data integrity and comply with security procedures
Technical Applications to navigate Windows, Office, or comparable platforms
Professional Experience
Remote Support to manage and resolve customer incidents independently
Continuous Integration to participate actively in all provided training programs
Shift Operations to support a 24x7 environment, including shift and weekend work
Preferred Qualifications
Knowledge of Firewall, WAN, LAN, and Router Architecture
Knowledge of RF Trunking systems and communication networks
Knowledge of VoIP and IP telephony
Network+ Certification, A+ Certification, Security+ Certification, or AI Certifications
Foundational knowledge of ITIL framework
Familiarity with mobile radio technology and products
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: $54,000 - $64,000
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.
Basic Requirements
High School Diploma or GED
A minimum of 2+ years of experience in a technical support role
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
NonePosition Type
ExperiencedReferral Payment Plan
YesOur 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.