System Support Engineer

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. Department Overview As a member of the Tier 4 Emergency Call Handling Support Team, the System Support Engineer will provide advanced technical support for Public Safety software solutions in a fast-paced environment and serve as an escalation point for complex trouble tickets. Job tasks include but are not limited to leveraging and maintaining their expertise in networking, telco, IT, and related telecommunications solutions to own the problem management of escalations and code-related issues reported from Operations up to Engineering. This department works with DevOps, Engineering, and Field Service Partners to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. They are also rewarded with the opportunity to fix issues within the systems that ultimately save lives. Job Description We are seeking a motivated Systems Support Engineer to join our team. In this role, you will be responsible for providing high-quality technical assistance across a variety of platforms and architectures. You will ensure customer satisfaction by resolving technical issues efficiently and contributing to the continuous improvement of our support resources. Core Responsibilities Multi-Channel Technical Support: Deliver high-quality assistance via phone, email, chat, and remote desktop to resolve hardware, software, and network-related inquiries. Technical Troubleshooting: Diagnose and resolve issues involving Windows and Linux operating systems, telecommunications, and IP-based networks (SIP, VoIP, routing, and switching). Incident Management: Create, update, and maintain accurate records in the ticketing system, ensuring all customer interactions and resolutions are thoroughly documented. Effective Escalation: Identify complex issues requiring specialized intervention and escalate them to internal teams or external vendors while maintaining ownership of customer communication. Documentation & Knowledge Sharing: Assist in developing technical resources, including FAQs, knowledge base articles, and Methods of Procedures to improve team efficiency. System Audits & Recommendations: Perform system site audits to identify potential improvements and provide findings to ensure optimal configuration and performance. Cross-Functional Collaboration: Work alongside Product Development, QA, and Sales teams to identify product trends, address bugs, and enhance the overall user experience. Operational Flexibility: Manage multiple priorities effectively and participate in an on-call rotation to provide after-hours support and meet customer commitments. Preferred Qualifications Bachelor’s degree in a related field or equivalent professional experience. Strong analytical skills with a proven ability to isolate trouble and develop effective solutions. Experience with remote support tools, firewalls, and security-related applications. Familiarity with AI-enhanced productivity tools and industry certifications (CompTIA, CCNA, etc.) is 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 Target Base Salary Range: $90,000 - $95,000 Consistent with Motorola Solutions values and applicable law, we provide the following informat ... (truncated, view full listing at source)