Customer Support Technician II

Responsibilities include but are not limited to:

• Provide front-line technical support, by both email and phone, for Astro customers

• Use of your excellent communication skills with our customers to ensure that Incidents and Requests are resolved in a timely fashion

• Research and develop fixes for common problems

• Collect, summarize, and chronologically document technical information

• Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

• Collaborate with various technical organizations when determining customer solutions (Engineering, Product Groups, etc.) Engages appropriate technical resources, as appropriate 

• Writing knowledge base articles

• Document all customer issues including characterization, restoration, resolution and time to fix

• May participate on special projects, continuous improvement, problem-solving teams

Qualifications:

• A minimum of a High School diploma and 2+ years experience in a high technology network, Windows administration position, specializing in communications systems and technology (such as Windows 10, Remote Desktop or Radio) OR Equivalent Military experience

• Strong troubleshooting, problem-solving and analytical skills

• Information Security theory and best practices

• Communication networks and RF Trunking system knowledge

• General working knowledge of Windows, Office, or equivalent

• Experience in providing technical support to remote customers

• Knowledge of VoIP and IP telephony

• Familiarity with mobile radio technology and products a plus

• Ability to collaborate across functional lines seamlessly

• Proficient in controlling customer situations, and setting customer expectations appropriately

• Able to rely on experience and judgment to plan and accomplish goals

• Self-starter who manages their own priorities and activities

• Excellent written and oral communication skills

• Experience with Firewall, WAN, LAN, and Router Architecture a plus

• A+ Certification a plus

• Network+ Certification a plus

• ITIL Foundations Certification a plus

• Fluency in Spanish a plus

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 .

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