Technical Support Analyst (hybrid)

Technical Support Analyst

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: $50,000 - $55,000

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.

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 an IT environment
• 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
• 10 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 complete this Reasonable Accommodations Form so we can assist you.