ASTRO Radio System Infrastructure Technician - Hybrid

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

The ASTRO Radio System Infrastructure Technician is a reactive role within the Technical Support Organization. TSO provides remote technical support Monday through Friday (8x5) as a component of the broader model to ensure the availability of mission critical radio systems. Ensuring public safety for our commercial and government customers while delivering a great customer experience is paramount. This team addresses new and existing tickets and works closely with customers, field teams, and the escalation team to restore service and drive incidents to resolution.
Job Description

Responsibilities of the ASTRO Radio System Infrastructure Technician include:

• Provide mission-critical technical support of Motorola ASTRO systems. Support public safety for commercial and government customers.

• Maintain consistent communication by phone, email, and ticket update with customers and other Motorola Solutions teams. Drive incidents to resolution.

• Escalate any incidents that cannot be resolved within specified time frames based on severity and priority of customer issues.

• Collect information and document initial triage and steps taken towards resolution of an incident.

• Implement resolution to known problems through the use of knowledge articles.

• Create knowledge articles for resolution of problems not yet documented in the knowledge database.

• Ensure support and performance metric requirements are met.

• Track and drive all outages/issues through the return to normal services.

• Respond to customer incidents in a timely fashion and in compliance with service level agreements.

• Build strong and effective working relationships with internal and external customers.

• Collaborate across functional lines seamlessly.

• Work to control customer situations, and setting customer expectations appropriately.

• Familiarize and comply with Motorola quality, security, and operational policies and practices.

• Provide feedback and input to help build processes. Provide guidance and support for continual improvement.

• Responsible for updating and maintaining data used for support.

• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.

• Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision.

Required Skills and Experience:

• Experience working with Active Directory

• Working knowledge of Windows/Windows Server OS

• Working knowledge of Linux/Unix OS

• Experience with Network Troubleshooting

• 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 therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Desired Skills and Experience:

• Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems

• Working knowledge of Server Virtualization including VMWare/ESXi 

• Working knowledge of McAfee Security Suite

• Experience providing Technical Support via Telephony

• Foundational ITIL Knowledge

• Experience working with Remedy, ServiceNow, or other Ticketing Systems

This position is a hybrid position and candidates need to be able to commute to Schaumburg, IL for meetings.

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Basic Requirements

• High School Diploma or Equivalent

• 2+ years of Technical Support experience

• Must be able to obtain background clearance as required by government customer

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

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.