Under limited supervision, this position supports the entire suite of Motorola Solutions products/systems to include network, hardware and software applications, interfacing with them via the phone and remote connection. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizes system administration, networking, and software tool sets.
Essential duties and responsibilities:
Supports the operation, installation, maintenance and service of Motorola Solutions Communications products.
Acts as the Technical Support escalation point for customer field service technicians.
Provides third tier technical support over the telephone to customers in solving technical problems incurred in the installation or operation of company products.
Provides mentoring to customers in the areas of product knowledge, troubleshooting skills and case management
Operates, participates in and maintains the rotating on-call schedule for 24 hour emergency support calls and escalations.
Works variable shifts dictated by support needs.
Continually develops, maintains, reviews and delivers technical, product support and workflow documentation
Desired Skills & Knowledge:
Cisco CCENT, CCT certifications
Installation, configuration and troubleshooting experience for Windows Server 2003, 2008, Windows XP and Windows 7 Operation Systems
Experience with Windows Domain architecture/integration / Active Directory
Experience in providing Linux/UNIX technical support to customers
Experience with troubleshooting various server/desktop hardware related issues
Experience troubleshooting LAN/WAN
Experience troubleshooting 3rd party application integration
Excellent interpersonal skills
Fluent in English, oral and written
Ability to assist the Technical Support Services Team in training, daily operations, escalations and assignments concerning Technical Support.
Experience with VMware virtualization suites
Experience with Computer Telephony Integration (CTI) Applications
Experience with database related technology and administration (SQL Server)
Experience with Servers (Dell and HP)
Experience with firewalls and security related applications
Experience with GIS applications
Experience with VOIP applications
Experience with PBX and Premise systems