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

The Tier II Support Engineers provide support and solutions to group of customers. They work cross- functionally with Support, Sales and Development. Their goals are to maximize client experience with WatchGuard products (Dash Cameras, Body Cameras and Evidence Management Software), and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.

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.


Skills:
  • Hardware, Software and Networking troubleshooting.
  • RAID technologies and Virtual Disks.
  • SQL Server queries and updates.
  • Windows Server 2016, 2012, 2008; Windows 7, 8, 10; Linux distributions.
  • Azure Cloud and containers.
  • Active Directory, DNS.
  • Routers, switches, VLANs, VPN, DHCP, TCP/IP.
  • Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
  • Internet protocols and certificates (HTTPS, SSL/TLS, etc.).


Basic Requirements

  • 3 + years of technical support experience
  • Minimum high school diploma or equivalent


Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.

Location

Texas Remote
Virginia Remote
Florida Remote
Arizona Remote
Pennsylvania Remote
Illinois Remote