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Premier Support Engineer US Remote

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Motorola Solutions

Aug 1, 2024

  • Job
    Full-time
    Senior & Expert Level
  • Austin
  • Quick Apply

AI generated summary

  • You must have strong technical skills, problem-solving abilities, and experience in customer support. Effective communication and teamwork are essential for this remote role.
  • You will provide expert support, troubleshoot issues, collaborate with teams, and ensure customer satisfaction while managing technical challenges in a remote environment.

Requirements

  • Bachelor’s Degree in Computer Science or related field
  • 5 + years of experience in IT helpdesk and/or application support role
  • Legal authorization to work in the U.S. indefinitely is required
  • Employer work permit sponsorship is not available for this position
  • Must be able to obtain background clearance as required by government customer
  • 5 – 10 years of experience in IT helpdesk and/or application support role
  • Extensive Hardware, Software and Networking troubleshooting
  • Experience with SQL Server Database troubleshooting
  • Advanced knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10
  • Advanced knowledge of Active Directory, DNS, DHCP, TCP/IP, VPN, LAN
  • Advanced knowledge of Router, switches, VLANs, VPN
  • Knowledge of Virtualization; Hyper-V, VMWare a plus
  • Advanced understanding of internet protocols (HTTP, SSL/TLS, TCP/IP, etc.)
  • Demonstrated ability to prioritize and multitask in a deadline driven high-pressure environment
  • Experience and demonstrated ability to provide an outstanding level of customer service
  • Ability to develop professional relationships and provide support in a professional and articulate manner
  • MCP and/or MCSE Certifications preferred

Responsibilities

  • Own and pro-actively manage the technical relationship of assigned high profile customers.
  • Accurately document product issues and convey workarounds and fixes to customers.
  • Know and understand your customer’s IT infrastructure and make recommendations where appropriate to ensure healthy operations.
  • Ensure prompt and complete resolution of technical challenges and business issues, drive other teams as required and set customer expectations.
  • Maintain documentation of clients’ technology environment and system configurations
  • Proactively identify solutions and enhancements to ensure your customer’s long-term success
  • Develop and maintain a deep understanding of WatchGuard products and services.
  • Must have reasonable flexibility in personal schedule for travel, on-call responsibilities, and completing customer calls.
  • Embraces opportunity/requirement to travel onsite and provide support/solutions (overnight travel is typically up to 25%)

FAQs

What is the purpose of the Premier Support Engineer role at Motorola Solutions?

The Premier Support Engineer provides white-glove support and solutions to an assigned group of customers, working cross-functionally with Support, Sales, and Development to maximize client experience with WatchGuard products and ensure a stable and secure product experience.

What are the key responsibilities of a Premier Support Engineer?

Key responsibilities include managing technical relationships with high-profile customers, documenting product issues, understanding customer IT infrastructure, resolving technical challenges, maintaining documentation of clients' technology environments, and proactively identifying solutions for long-term success.

What type of experience is required for this position?

A candidate should have 5-10 years of experience in IT helpdesk and/or application support, with extensive troubleshooting experience in hardware, software, and networking, as well as SQL Server Database troubleshooting and advanced knowledge of Windows Server and networking protocols.

Is travel required for the Premier Support Engineer position?

Yes, the role may require onsite support and solutions, with overnight travel typically being up to 25%, but under 10% travel is noted in the job description.

What educational background is preferred for this position?

A Bachelor’s Degree in Computer Science or a related field is required, and MCP and/or MCSE Certifications are preferred.

Are there any legal requirements for applicants?

Yes, candidates must have legal authorization to work in the U.S. indefinitely, and they must be able to obtain background clearance as required by government customers.

What benefits does Motorola Solutions offer for this position?

Benefits include incentive bonus plans, medical, dental, and vision benefits, a 401K with company match, paid holidays, generous paid time off, an employee stock purchase plan, and paid parental and family leave.

Does Motorola Solutions have a policy regarding equal opportunity employment?

Yes, Motorola Solutions is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic.

What should candidates do if they require an accommodation during the recruitment process?

Candidates who need an accommodation due to disabilities or other physical or mental health conditions should email ohr@motorolasolutions.com.

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Motorola Solutions

A global leader in public safety & enterprise security, making communities safer & businesses stay productive & secure.

Manufacturing & Electronics
Industry
10,001+
Employees
2011
Founded Year

Mission & Purpose

Motorola Solutions is a global leader in public safety and enterprise security. Our solutions in land mobile radio communications, video security & access control and the command center, bolstered by managed & support services, create an integrated technology ecosystem to help make communities safer and businesses stay productive and secure. At Motorola Solutions, we’re ushering in a new era in public safety and security.