Technical Support Analyst (Hybrid)

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 Department Overview This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. Job Description Location: Allen, TX (Hybrid – minimum 2 days per week in-office) Reporting to the Technical Support Team Lead, the Technical Support Analyst ensures critical customer issues are resolved or escalated with precision and efficiency. Success in this role requires a "customer-first" mentality, a systematic approach to troubleshooting, and a genuine curiosity for diverse technologies. If you thrive in a fast-paced environment and enjoy solving complex puzzles, this is the role for you. What You Will Do Expert Troubleshooting: Provide exceptional support via phone, chat, and email by researching and resolving complex issues related to Video Management Systems, cameras, servers, and IP networking. Ownership & Empathy: Take full responsibility for the customer journey, managing urgency and expectations while maintaining "grace under pressure" during critical technical escalations. Documentation & Precision: Concisely document hardware, software, and network configurations within the case management system to ensure internal alignment and historical accuracy. Strategic Prioritization: Balance competing tasks—including live inbound requests and existing case management—to meet business needs and service level agreements. Agile Learning: Maintain a deep understanding of evolving MSI Video products and networking protocols (TCP/IP, UDP, Multicasting) to keep pace with rapid innovation. Collaborative Problem Solving: Work independently and alongside team members to develop creative solutions, utilizing KCS methodology and cross-functional collaboration. Qualifications Experience: 2+ years in IT with a relevant degree/diploma, or 4–5 years of equivalent professional experience. Technical Savvy: Proficiency in installing and configuring various operating systems and networking hardware; certifications like CompTIA A+, CCNA, or MCSA are highly valued. Communication: Strong interpersonal skills with the ability to translate complex technical concepts for users of all skill levels. Operational Details Standard shifts are 8.5 hours between 6 AM and 6 PM, Monday–Friday. Flexibility for occasional weekend on-call rotations and shift adjustments based on business needs is required. 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: $45,000- $50,000 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 2+ years of relevant experience in an IT environment with a Bachelor's Degree in a related field of study -OR- 4-5 years of relevant experience in a n IT environment Must be able to obtain backgr ... (truncated, view full listing at source)