At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
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Job Description
Part of a professional team responsible for defining and coordinating the efforts of technicians. These technicians serve as a single point of contact for high-level customer service and technical support. The primary responsibility of this role is to establish policies, procedures, and programs that technicians will use to support our employees with their technology needs, including desktop support, IP phones, and mobile devices. A strong knowledge of Windows 11, Mac OS, G-Suite, and ServiceNow is required. The ideal candidate should be an effective communicator who enjoys working in a team environment, with a focus on customer support and user experience as the top priority.
Scope of Responsibilities / Expectations
Responsible for defining, maintaining, and monitoring local and global processes, policies, and procedures. This includes defining the tools that will be used by the Technicians, when and how they use them, how the technicians interact and communicate with their users, and identifying areas for improvement.
Enterprise device management administration includes configuring the MSI selected tool to enforce MSI security policies and tracking of all assets ( laptops, desktops, etc). Requires expert knowledge of the tool and coding expertise.
Delivering technician training. As Global processes are defined and documented will be required to provide technician training for new tools and procedures. This will be informal internal training presenting new processes to the technicians.
Contractor coordination related to end-user services
Provide support for multiple sites and multiple countries during escalations and scheduled events. For example, when issues occur with any of the policies, procedures, or tools, it is escalated to the technical operations team to determine the root cause, resolve the issue, and update the policy, procedure or tool when required.
Perform inventory management tasks
Participate in automation and script development for repetitive activities
Prepare statistical and data reports, including usage trends and analysis
Participate in continual improvement of ITIL processes through the development and implementation of supporting documentation and procedures.
Prioritize critical issues and escalate issue(s) following defined processes.
Assist with coordinating local E-waste processing
Expand knowledge and learn new systems and procedures.
Occasional network hands-on required for specific/predefined sites
Occasional support of the local employee base with their technology needs, including desktop support issues.
Be a local representative of the MSI IT Guide program, providing assistance to local resources for questions related to the common IT applications, including but not limited to Google Suite, Remote/VPN Connectivity, and Chromebox services.
Desired Background/Knowledge/Skills
Excellent knowledge of PC and desktop hardware.
Hands-on hardware troubleshooting experience.
Technical knowledge of current protocols, operating systems, and standards.
Experience supporting Windows 11 and Mac OS
Android and IOS experience
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
Fluent communication skills in English
Prior technical experience, 5+ years of IT/Computer experience
One or more of the following certifications: ACMT ( Apple), CompTIA A+ Certification, Google IT Support Professional, Microsoft MCSE.
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your work, you’ll get the following:
Contract of Employment (UoP)
Private medical coverage, Multisport
Life insurance (two annual incomes),
Employee Stock Purchase Plan – 15% discount for buying Motorola’s Stock units,
Employee Pension Plan – 3,5 % of the month’s salary gross, which goes to the retirement account
IP Tax Relief (up to 40%)
Yearly salary increase (depends on individual performance)
Yearly bonus (depends on company performance)
Flexible working hours (usually the day starts between 7-10),
8 hours working day (30 minutes lunch break included).
Hybrid work mode (one to two times from the KRK office per week)
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.