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

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

Senior Customer Support Technician I – ASTRO Infrastructure

Key skills