Senior Customer Support Technician I – ASTRO Infrastructure

Motorola Solutions

Technical expert for Motorola Solutions' 24/7 Network Operations team ensuring ASTRO Infrastructure stability. Actively analyzes incidents and collaborates with engineering for swift resolutions.

Posted 6/2/2026full-timeSchaumburg • Illinois • 🇺🇸 United StatesSenior💰 $70,000 - $77,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

technical problem analysistroubleshootingincident managementsystem performance monitoringdocumentationknowledge base authoringtechnical supportservice level agreement managementescalation managementASTRO Infrastructure support

Soft Skills

communicationproblem-solvingflexibilitycollaborationcustomer engagementorganizational skillsattention to detailproactive mindsetteamworkprofessionalism

Tools & Technologies

ITSM systemtechnical support toolsmonitoring toolsknowledge management systemsdocumentation toolsescalation management systemsperformance metrics toolscollaboration platformscustomer relationship management softwareremote support tools

Certifications & Qualifications

High School Diplomabackground clearance

Industry Keywords

technical operations24/7 supportescalation pointservice level agreementstechnical insightsoperational consistencycustomer-facing supportgovernment complianceinfrastructure systemsMotorola Solutions

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Serve as the senior escalation point for incoming issues transferred from Front Office support teams to accelerate resolution
Methodically analyze and resolve complex technical problems impacting ASTRO Infrastructure across the globe
Coordinate structural escalations directly with next-level Engineering teams when specialized product development intervention is required
Support 24/7 technical operations by maintaining schedule flexibility across assigned shifts, including on-call rotations for service level agreement coverage
Oversee the comprehensive, clear documentation of all technical interventions, troubleshooting steps, and incident timelines within the corporate ITSM system
Observe system performance metrics and alert behaviors to proactively capture hidden technical operational insights
Help to ensure all tiers of technical support stay fully informed of emerging system trends by authoring clear, structured knowledge base articles
Share critical technical insights, workarounds, and best practices across the broader Technical Support organization to drive operational consistency
Represent Motorola Solutions professionally during all customer-facing technical support engagements to help deliver high-value partnerships

Requirements

What you’ll need

High School Diploma
2+ years experience in supporting ASTRO Infrastructure systems in a technical capacity
Must be able to obtain background clearance as required by government customer

Benefits

Comp & perks

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!