Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Job Level
Mid-LevelSenior
Tech Stack
DNSJavaScriptVMware
About the role
- Provide technical support primarily by phone and ticketing system
- Follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls
- Document all activities, projects, and tickets daily in the ticketing system
- Handoff and document in-progress tickets before the end of each shift
- Monitor ticket gateway and designated queues and escalate issues according to IT Glue documentation
- Create or update IT Glue articles with new customer findings
- Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction)
- Travel up to 25–50% as assigned
- Maintain established SLA requirements for calls and tickets and achieve customer satisfaction (CSAT) scores as defined by manager
- Submit weekly timesheets and work and document established billable hours each week
- Meet annual goals and objectives set in HRIS with quarterly reviews
Requirements
- Provide technical support primarily by phone and ticketing system
- Occasional onsite assignments
- Follow established procedures, monitor incoming support requests, ensure service levels are met
- Document all activities, projects, and tickets daily in the ticketing system
- Handoff and document in-progress tickets before the end of each shift
- Monitor ticket gateway and designated queues
- Escalate issues according to IT Glue documentation
- Create or update IT Glue articles with new customer findings
- Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction)
- Travel up to 25–50% as assigned
- Maintain established SLA requirements for calls and tickets
- Achieve customer satisfaction (CSAT) scores as defined by manager
- Submit weekly timesheets by end of shift on Friday
- Work and document established billable hours each week
- Meet annual goals and objectives set in HRIS with quarterly reviews
- Ticketing software: Incident management and time tracking
- Remote support: System access, running scripts, and pushing actions
- Active Directory: Security groups, group policy fundamentals, domain controller basics
- Virtualization: VMware/Hyper-V for user incident support
- Microsoft Windows/Servers: Differentiating physical/virtual servers, patching, maintenance
- Networking: Troubleshooting basics (DHCP, DNS, ping, nslookup, traceroute)
- Ability to handle equipment, talk, hear, read, write, and interpret documents
- Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)
