IT Technician

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
**The IT Technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility will be supporting our employee base with their technology needs including desktop support issues, and mobile devices. Experience supporting Windows 10/11, Mac OS, and Google Workspace is required. This person should be a good communicator who enjoys working with people from all levels of the company. This position will require 100% onsite support at our Bangalore, India facility as well as some visits to other Motorola Solutions office locations when required.

**Basic Requirements**:
Scope of Responsibilities / Expectations
- End User Services:

- Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
- Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.
- Create, maintain, and update IT equipment in our asset tracking software.
- Assist with IT onboarding of resources including new pc’s, loaner pc’s, IT Training, etc. Complete IT responsible tasks associated with offboarding of retired resources assets.
- Track all customer communication and users requests / problems in Servicenow incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledgebase with standard resolutions as required.
- Coordinate between other IT resources and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users computers.
- Individual must present a positive customer service experience for fellow employees
- Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies and procedures.
- Prioritize critical issues and escalate issue(s) following defined processes.
- Participate in automation and script development for repetitive activities
- Expand knowledge and learn new systems and procedures.
- Participate in continual improvement of processes through the development and implementation of supporting documentation and procedures.
- Perform inventory management tasks

Desired Background/Knowledge/Skills
- Excellent knowledge of PC internal components.
- Ability to operate tools, components, and peripheral accessories.
- Excellent knowledge of PC and desktop hardware.
- Hands-on hardware troubleshooting experience.
- Experience supporting Windows 10, 11, Linux (Ubuntu 22.02) and Mac OS
- Technical knowledge of current protocols, operating systems, and standards.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Strong analytical and problem-solving skills
- Ability to communicate effectively with others, both orally and in writing.
- ServiceNow experience
- VMWare WorkspaceOne experience
- ITIL v4 Foundation Certificate in IT Service Management it is in plus
- Understanding of virtualization techniques such as KVM, Virtual box and IP routing.
- Basic knowledge of SW development tools and environments, such as, Artifactory, Bitbucket, Github, Jira / Confluence, Azure, Jenk