ALPR Technical Support Technician at Motorola Solutions in Allen, TX

Summary: Motorola Solutions is a global community focused on keeping people safer through technology. The ALPR Technical Support Technician role is essential for providing first-level remote support for Automatic License Plate Recognition products, ensuring timely technical resolutions and high-quality customer service. Responsibilities: - Serve as the primary point of contact for technical support, managing the end-to-end lifecycle of incidents via phone and email to ensure a return to normal service levels - Execute initial triage, document resolution efforts, and use functional escalation processes to resolve outages within established timeframes - Implement known solutions via existing documentation and author new knowledge base articles to improve future problem-solving efficiency - Contribute to the development of operational policies and maintain data integrity across various database systems to ensure high-quality service delivery - Respond to and resolve customer incidents in a timely manner, ensuring all performance metrics and Service Level Agreements (SLAs) are consistently met - Build and maintain professional relationships across functional lines to support internal and external stakeholders seamlessly - Stay current on all system applications and participate in ongoing training to maintain expertise in Motorola Quality and Security practices Required Qualifications: - High School Diploma - 1+ years of experience in a technical support or engineering role - Ability to obtain required security clearances as mandated by the company and customers Preferred Qualifications: - Experience in remote technical support environments and foundational knowledge of ITIL - Familiarity with Information Security, communication networks, and WAN/LAN/Router architecture - Proficiency in Windows, G Suite, or equivalent productivity platforms - Industry certifications such as A+, Network+, or Security+ - Direct experience with ALPR or similar Vehicle Intelligence technologies Required Skills: Automatic License Plate Recognition (ALPR), Technical support, Incident management, ITIL, Information Security, WAN/LAN/Router architecture, Windows, G Suite, A+ certification, Network+ certification, Security+ certification, Security clearances Benefits: 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!