Technical Support Specialist (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.

The Safety and Security team within the Motorola Network Operations Center enables this mission by delivering 24/7 mission-critical operations. We analyze real-time alerts, maintain optimal network availability, and ensure rapid response when critical issues arise.

About the role

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 empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality.

Responsibilities

• 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, ensuring 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
• Provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while managing competing priorities
• Ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders 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 Motorola Solutions products and technologies
• 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

Requirements

• 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 (employer work permit sponsorship is not available)

Skills

• Technical Expertise: IP Networking (routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, Multicasting), Operating Systems & Hardware, Video Security Systems (VMS, IP cameras, streaming video standards like ONVIF), CRM Systems
• Professional Experience: Technical problem solving, stakeholder communication, priority management, collaborative learning

Preferred Qualifications

• Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
• Experience with Knowledge-Centered Service (KCS) Methodology
• Direct experience in Video Security, Physical Security/Surveillance, or Access Control industries
• Post-secondary education in Computer Science, Engineering, or a related 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 requires passing a stringent fingerprint background check.

Pay

Target base salary range: $60,000–$66,000. Pay varies and depends on job-related knowledge, skills, and experience.

Schedule

This is a full-time position operating in a 24/7 Network Operations Center environment. Travel requirements are under 10%.

Benefits

• Incentive Bonus Plans
• Medical, Dental, and Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave