Technical Support Specialist - DoD SkillBridge
Job Description
As a Technical Support Specialist through the DoD SkillBridge program, 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.
About the Role
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.
Responsibilities
Technical Troubleshooting & Escalation Management
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
Customer Experience & Process Leadership
Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities
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
Requirements
Basic Requirements
Must be an active US service military member with the ability to gain approval for DoD SkillBridge program
Basic Requirements
Must be able to obtain background clearance as required by government customer
Job Requirements
Technical Expertise
IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols
Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms
Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)
CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively
Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently
Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels
Priority Management to prioritize workload effectively under pressure across multiple incoming request channels
Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams
Qualifications
Basic Requirements
Must be an active US service military member with the ability to gain approval for DoD SkillBridge program
Basic Requirements
Must be able to obtain background clearance as required by government customer
Job Requirements
Must have a Bachelor's degree or equivalent practical experience
Skills
Technical Expertise
IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols
Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms
Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)
CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively
Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently
Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels
Priority Management to prioritize workload effectively under pressure across multiple incoming request channels
Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams
Benefits
Relocation Provided
None
Pay
Details TBD
Schedule
Details TBD
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.