Technical Support Specialist - DoD SkillBridge

Job Description

*This is a DoD SkillBridge Role. Candidates must be an active US Service Military member with the ability to gain approval for DoD SkillBridge program*

As a Technical Support Specialist through the DoD SkillBridge program, you will drive swift, effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting, you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security, server, and networking technologies. We believe that everything starts with our people, and we empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality. A Bachelor's degree or equivalent practical experience is valued for this role.

Key Responsibilities:

Technical Troubleshooting & Escalation Management

Analyze, research, and systematically resolve complex technical issues related to video management systems, cameras, servers, and IP networks across phone and digital channels

Observe and evaluate critical system alerts within the Network Operations Center, helping to ensure rapid response, accurate case documentation, and appropriate technical escalation

Collaborate closely with Engineering teams on an as-needed basis to prioritize, drive, and resolve complex technical cases

Customer Experience & Process Leadership

Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities

Help to ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed

Practice Knowledge-Centered Service (KCS) principles to document software, hardware, and network details accurately in the case management platform

Continuous Learning & Team Mentorship

Maintain up-to-date expertise in evolving MSI products and technologies, keeping pace with continuous innovation across the safety and security ecosystem

Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices

Guide customers and partners toward adopting optimal system configurations and operational best practices

Basic Requirements

Must be an active US service military member with the ability to gain approval for DoD SkillBridge program

Job Requirements:

Technical Expertise

IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols

Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms

Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF)

CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively

Professional Experience

Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently

Stakeholder Communication to explain complex technical solutions clearly (both written and oral) to customers of all technical skill levels

Priority Management to prioritize workload effectively under pressure across multiple incoming request channels

Collaborative Learning to adapt to continuous technology updates independently and share knowledge across technical teams

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

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Basic Requirements

• Must be an active US service military member with the ability to gain approval for DoD SkillBridge program
• Must be able to obtain background clearance as required by government customer

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Intern

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.