Technical Support Tier II 9/8/2016

Motorola Schaumburg, IL

Company
Motorola
Job Classification
Full Time
Company Ref #
116258
AJE Ref #
576119027
Location
Schaumburg, IL
Experience
Mid-Career (2 - 15 years)
Job Type
Regular

JOB DESCRIPTION

Responsibilities
This position reports to the Manager of Global Infrastructure System Support and will be focused on supporting partners of the Console Astro product line. The hours for this position are 9am to 6pm, Monday through Friday. Key responsibilities include:

* Provide front-line technical support, by both email and phone, for Console Astro customers

* Use of your excellent communication skills with our customers to ensure that incidents and Requests are resolved in a timely fashion

* Research and develop fixes for common problems

* Collect, summarize, and chronologically document technical information

* Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

* Collaborate with various technical organizations when determining customer solutions (Engineering, Product Groups, etc.) Engages appropriate technical resources, as appropriate

* Writing knowledgebase articles

* Document all customer issues including characterization, restoration, resolution and time to fix

* May participate on special projects, continuous improvement, problem solving teams

* 24/7/365 flexibility (weekends, holidays, off-hours, and on-call) as needed to support the business

Specific Skills
A minimum of 3 years experience in a high technology network, systems administration position, specializing in communications systems and technology.

* Must be a U.S. citizen with ability to obtain necessary security clearance
as required by government contract

* Strong troubleshooting, problem-solving and analytical skills, , with Wireshark and Putty a plus

* Experience with IP Routing and Switching required

* Information Security theory and best practices

* Firewall, WAN, LAN, and Router Architecture and configuration

* Knowledge of protocols (TCP/IP, PPP, etc.)

* General working knowledge of Windows OS, Windows Server, Active Directory.

* Experience in providing technical support to remote customers

* Familiarity with mobile radio technology and products a plus

* Ability to collaborate across functional lines seamlessly

* Proficient in controlling customer situations, and setting customer expectations appropriately

* Able to rely on experience and judgment to plan and accomplish goals

* Self-starter who manages their own priorities and activities

* Excellent written and oral communication skills

* Flexibility to support a 24/7/365 operation and after hour "on-call" as needed

* Security+ Certification a PLUS

* Fluency in Spanish a PLUS

Experience Required
3 - 5

Basic Qualifications
* A minimum of 3 years experience in a high technology network systems administration position specializing in communications systems and technology. * Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract * Prior experience with troubleshooting problem-solving and analytical skills with Wireshark and Putty a plus * Prior experience with IP Routing and Switching required. * Prior experience with Windows OS Windows Server Active Directory. * Experience in providing technical support to remote customers