Customer Support Technician I

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Provide first- and second-level technical assistance to end-users through phone, email, chat, and face-to-face interactions.

• Diagnose and resolve technical problems related to the Flex Computer Aided Dispatch solution, encompassing hardware, software, operating systems, network connectivity, and applications.

• Set up, deploy, and maintain devices for end-users, including desktop computers, laptops, mobile devices, and peripherals.

• Install, configure, and offer continuous support for software applications.

• Aid in network diagnostics and address basic network and connectivity challenges.

• Develop and maintain documentation in the knowledge base for common issues, troubleshooting steps, and solutions.

• Elevate complex technical concerns to higher-level support teams or subject matter experts.

• Follow up with end-users to confirm that issues are completely resolved.

• Comply with ITIL or other pertinent IT service management best practices.

• Maintain flexibility for shift work and on-call responsibilities.

• Deliver post-sales customer support for Motorola Solutions' MSI Flex Computer Aided Dispatch solution in both Windows and Linux environments.

• Provide support for other MSI products as necessary.

⛳️ Requirements

• Demonstrated hands-on experience in a technical support role.

• In-depth knowledge of Windows and/or Linux operating systems.

• Experience in troubleshooting both hardware and software issues.

• Understanding of networking concepts and protocols such as TCP/IP, DNS, and DHCP.

• Experience in supporting mobile devices including iOS and Android.

• Exceptional problem-solving and troubleshooting skills.

• Strong verbal and written communication abilities, along with interpersonal skills.

• Ability to work effectively both independently and collaboratively within a team.

• Capability to manage and prioritize multiple tasks at once.

• Proven dedication to customer service excellence.

• High School Diploma.

• A minimum of 2 years of experience in Technical Support.

• Ability to obtain background clearance as required by government clients.

• Legal authorization to work in the U.S. indefinitely; employer sponsorship for work permits is not available.

• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are preferred.

• Familiarity with help desk ticketing systems like Zendesk, ServiceNow, or Jira is preferred.

• Experience with remote support tools is preferred.

• Knowledge of the ITIL framework is preferred.

• Proficiency in scripting languages such as PowerShell or Python is preferred.

• Experience with major cloud platforms like AWS, Azure, or Google Cloud is preferred.

• Fluency and experience with AI-enhanced productivity tools are preferred.

• Travel requirement is under 10%.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.