ASG Support Technician II - US Remote

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Product Management Team works to ensure that products are aligned with customer needs and requirements, taking input from customers and internal stakeholders to define requirements for software development that enhance the product's value to the customer.
Job Description

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.

• Ensure timely and accurate set up of all systems

• Phone Support during regular business hours and on-call availability during off hours

• Monitor Chat sessions to assist other team members

• Test systems to ensure they are working correctly

• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.

• Follow the department process, procedure, and metrics for a technical support II technician

• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system

• Train customers on use of systems including software, hardware and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic

Preferred Qualifications:

• Associates Degree in a relevant field and 1+ years of experience 

• OR 3+ years of equivalent work experience

• 2+ years of Networking Experience

• 2+ years of customer service experience

Position requires that the first weeks of training will be on-site at the Fort Worth, TX location.

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE

Basic Requirements

• Associates Degree in a relevant field and 1+ years of experience 

• OR 3+ years of equivalent work experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 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 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.