Technical Support Analyst (Hybrid)

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Aperçu de lentreprise

Chez Motorola Solutions nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises permettant une coordination essentielle pour des communautés des écoles des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

Envysion a leading provider of video-based SaaS technology solutions for retailers fast casual restaurants and wireless dealers is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customers issues create / update trouble tickets and work between multiple systems. Ideal candidates will possess excellent customer service skills technical skills and have the willingness to learn be trained and develop key technical skills to support Envysion customers.

Job Description

This is a Hybrid Role. Candidates must be able to be On Site 2-3 days a week.

Role Overview : As a Tier 1 Analyst you will be the first point of contact for our customers providing empathetic and efficient phone support. Youll leverage critical thinking and technical expertise to troubleshoot Linux-based environments manage field technician coordination and ensure an exceptional customer experience.

Key Responsibilities :

Linux & Network Troubleshooting : Provide first-level support by diagnosing hardware software browser and networking issues within a Linux environment.

Incident Management : Record and maintain detailed logs in our ticketing system ensuring accurate documentation from initial contact through resolution or escalation to Tier 2.

Customer Experience : Communicate complex technical solutions clearly and empathetically to non-technical users maintaining a professional demeanor in a high-intensity environment.

Field Coordination : Act as a central point of contact by coordinating monitoring and following up on maintenance work performed by field technicians.

Knowledge Management : Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency.

Operational Agility : Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends.

Preferred Qualifications :

Technical Aptitude : Foundational understanding of Linux command-line interface (CLI) and network configuration.

Resilient Communication : Proven ability to de-escalate heated situations and guide non-technical users through logical troubleshooting steps.

Self-Starter Mentality : A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles.

Adaptability : Comfortable in a fast-paced environment with a rotating schedule (including weekends / evenings).

This position is subject to working in high security areas governed by the US Department of Justices Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range : $45300 - $54300 (CAD)

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

#LI-DB1

Basic Requirements

High School diploma or equivalent

1 year of Technical Support / Customer Support experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete this Reasonable Accommodations Formso we can assist you.

Motorola Solutions adopte favorise et promeut les principes de diversité déquité et dinclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées quelles que soient leur race origines ethnique religion ou croyance orientation sexuelle identité et expression sexuelle statut danciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés encourageant ainsi chaque Motorolan dêtre la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse dun monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures dadaptation pendant toutes les étapes du processus dembauche afin de favoriser linclusion des personnes vivant avec un handicap physique et / ou mental. Pour demander un aménagement veuillez remplir ce formulaire daménagement raisonnable afin que nous puissions vous aider.

Required Experience :

IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1