Technical Support Analyst (Tier 1)

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Aperçu de l’entreprise 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. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. 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. You’ll 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 Justice's Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola S ... (truncated, view full listing at source)