Technician (Front Office)

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

The Front Office Technician is a reactive role within an 8x5 Technical Support Organization. The technician will be responsible for Contact Management responding to auto-assigned queue activity, performing Ticket Administration with quality, clearly characterizing and defining the incident statement and developing skills in resolving tickets. The technician will be responsible for meeting Key Process Indicators within the ticket life-cycle. The technician will also be measured by their ticket and call quality results.
Job Description

Responsibilities of the Front Office Technician include:

• Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication.
• Escalating any incidents that cannot be resolved within specified time frames based on severity of issue.
• Collect and document of 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.
• Drive resolution of Incidents by identification, communication, while using the functional escalation process as needed.
• 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.
• Ability to collaborate across functional lines seamlessly.
• Proficient in controlling customer situations, and setting customer expectations appropriately.
• Familiarize and Comply with Motorola Quality, Security, and operational policies and practices.
• Process focused; provides input to help improve/build processes.
• Responsible to update and maintain data integrity of various database systems used.
• Keep up to date knowledge of all systems and application used to perform day to day tasks.
• Provide guidance and support for continual improvements.
• Actively participate in all training provided. Self-starter who manages their own priorities and activities with minimal supervision.

Desired Skills and Experience:

• Experience with Windows and Linux Operating Systems
• Active Directory
• Networking knowledge (routing, switching, troubleshooting, etc.)
• Foundational knowledge of ITIL is a plus.

 #LI-DB1

Basic Requirements

• High School Diploma or Equivalent
• 2+ years of IT Support/Technical Support 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 PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 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.