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Back Office Support Engineer (US Remote)

Motorola Solutions

Motorola Solutions

Customer Service
North Richland Hills, TX, USA · Remote
Posted on Tuesday, July 2, 2024

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.


Department Overview

Back Office Support Engineers provide support and solutions to group of customers. They work cross- functionally with Support, Sales and Development. Their goals are to maximize client experience with Mobile Video products (Dash Cameras, Body Cameras and Evidence Management Software), and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.


Job Description

    Responsibilities:

    • Accurately document product issues and convey workarounds and fixes to customers.
    • Handle escalated customer issues and see problems through to resolution.
    • Follow procedures for internal escalation of issues to the appropriate internal teams.
    • Document solutions to problems that are known to involve extensive research.
    • Develop and maintain a deep understanding of Mobile Video products and services.
    • Must be available after-hours to provide support to Front Office on a rotational basis. (6-8 on call rotations per year)
    • Inbound phone support is required.
    • Some travel may be required.
    • Work location is your home office in the Continental United States


    Basic Requirements

    Preferred Skills

    • Hardware, Software and Networking troubleshooting.
    • RAID technologies and Virtual Disks.
    • SQL Server queries and updates.
    • Windows Server 2008 to current version; Windows Desktop.
    • Linux distributions; Red Hat, CentOS
    • Azure Cloud and containers.
    • Active Directory, DNS.
    • Routers, switches, VLANs, VPN, DHCP, TCP/IP.
    • Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
    • Internet protocols and certificates (HTTPS, SSL/TLS, etc.).
    • Excellent phone presence required for troubleshooting.

    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

    #LI-DB1

    #LI-REMOTE

    Basic Requirements

    • 3+ years of technical support experience
    • Minimum high school diploma or equivalent
    • Must be able to obtain background clearance as required by government customer
    • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


    Travel Requirements

    Under 10%


    Relocation Provided

    None


    Position Type

    Experienced


    Referral Payment Plan

    Yes

    Our U.S. Benefits include:

    • Incentive Bonus Plans
    • Medical, Dental, Vision benefits
    • 401K with Company Match
    • 9 Paid Holidays
    • Generous Paid Time Off Packages
    • Employee Stock Purchase Plan
    • Paid Parental & Family Leave
    • and more!


    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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

    We’re 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 email ohr@motorolasolutions.com.