Tier II Technical Support (US Remote)

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Service and Support for WatchGuard Video Product Line

Job Description

  • Accurately document product issues and convey workarounds and fixes to customers.
  • Handle escalated customer issues and see problems through to resolution.
  • Follow procedures for internal escalation of issues to the appropriate internal teams.
  • Document solutions to problems that are known to involve extensive research.
  • Develop and maintain a deep understanding of WatchGuard products and services.
  • Must be available after-hours to provide periodic support to Tier 1.
  • Some travel may be required.
  • Extensive Hardware, Software and Networking troubleshooting.
  • Experience with RAID technologies and Virtual Disks.
  • Experience with SQL Server queries and updates.
  • Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
  • Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
  • Familiarity working with Azure Cloud and containers.
  • Strong working knowledge of Active Directory, DNS.
  • Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
  • Strong working knowledge of various WIFI technologies and practices.
  • Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
  • Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
  • Experience with writing PowerShell Scripts.
  • Experience writing user friendly Knowledge Base Articles and FAQ's.
  • One or more of the following certification preferred, MCP, MCSE CNA, CCNA, Linux Certifications.

Basic Requirements

  • 3 + years of experience in IT helpdesk and/or application support role.
  • Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
  • Extensive Hardware, Software and Networking troubleshooting.

Travel Requirements

Under 10%

Relocation Provided


Position Type


Referral Payment Plan


Our U.S.Benefitsinclude:
  • Incentive Bonus Plans
  • Medical, Dental, VisionbenefitseffectiveDay 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • GenerousPaidTime Off Packages
  • Employee Stock Purchase Plan
  • PaidParental & Family Leave
  • and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.


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