Role Description This Customer Support Technician role is full-time supporting the Department of Veterans Affairs (VA), Office of Information Technology (OIT) Veteran Experience Services Eligibility and Enrollment (VESEE) Product Line. This role supports modernization of Eligibility and Enrollment to build a seamless experience for Veterans, their families, and caregivers and contributes to improving VA employee and Veteran lives and working towards a larger mission. The Customer Support Technician will support users of a modernized enrollment system that supports this seamless experience. - Provide support to users to enable smooth access and navigation for the enrollment system and all features developed on the program. - Serve as POC for troubleshooting system issues. - Document, track, and monitor issues to ensure timely resolution. - Keep customers informed of issue status through resolution. - Advise end users on best practices to prevent issue recurrence. - Collaborate with management and partners to meet Service Level Agreements (SLAs). - Leverage metrics to drive efficiency and continuous improvement. Qualifications - Bachelor’s Degree Required - Minimum 6 years of experience - Excellent communication and collaboration skills - Strong interpersonal and customer service skills - Ability to work independently and as part of a team - In-depth knowledge of IT Service Management (ITSM) practices and processes - Experience in a technical support role (e.g., service desk, help desk) - Strong work ethic - Ability to work in a dynamic, collaborative, results-driven environment - Ability to obtain a Public Trust clearance Requirements - Salary Range: $55,000 - $60,000

Company OverviewAt 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewUK Field Service Organization is led by a group of dedicated Radio System & IP Network based professional engineers who bring together a wide range of skills and experience that provide system support to customers UK wide with the best possible maintenance solution. You will be part of a unique engineering team who performs systems integration, maintenance & upgrades to our Tetra based network systems for our customers to protect and serve them in any given moment Job DescriptionThe Customer Support Engineer (UKFSO) is ultimately accountable for the system being implemented based on the site design specifics including the on-site configuration, testing, cut and post cut support for Motorola’s solutions. The Customer Support Engineer may also provide consultation to both internal and external customers on complex solutions being deployed in the field. Responsibilities include: This role is primarily based in Central London, with occasional travel nationally and internationally as part of the role. - Performs system configuration for all supported and assigned solutions. - Performs site Verification Testing prior to cutting a site into a production environment. - Provides support to Customer and Channel Partners while cutting the solution into a production environment. - Documents all changes to the solution that may occur during the implementation phase of the project. - Ensures that installation/quality issues are resolved in a timely and efficient manner. - Ensures that project specific documentation is stored as appropriate. - Participates in the development and approval of Methods of Procedure. - Participates in pre-contract oral presentations and customer negotiates as required. - Maintains subject matter expert skills. - Learns on his/her own on and off the job. Basic RequirementsAcademic and Technical Qualifications: • University degree desired. • 3+ plus years’ deployment and integration of complex IP products and systems • Experience with installation, administration and troubleshooting of: o TCP/IP Networking Qualification. o Tetra systems based knowledge. o Server Virtualization, specifically with VMWare ESXi v.6+ and\or Microsoft Hyper-V 2012+ o Database Servers, specifically with Microsoft SQL Server 2008 R2\2012\2016 o Server Operating Systems, specifically Windows 10 Pro\ Windows Server 2008 R2\2012\2012 R2\2016 o Network Switches, preferably with Cisco IOS o Firewalls and Routers, preferably with Fortinet Fortigate o Storage Systems (SAN\NAS\DAS), o Server Hardware, including blade servers o Loading Configuration file on network equipment. - Previous experience in Public Safety Applications deployment and integration and/or operations and administration preferred. - Exercises judgment in selection of methods and techniques for obtaining solutions. - Have had experience in a technology Field role, supporting a wide range of products - Security Clearance is required for this role, SC and NPPV3, so you would need to be a resident of the UK for a minimum of 5 years. Core Competencies: • Ability to work collaboratively with his peers\regional and territorial management. • Ability to effectively communication with relevant peer and seniors. • Ability to apply critical thinking skills to solve problems and make decisions. • Meeting contract SLA’s 4 and 8 hours. • On-call (7days 24/7). • Often long periods of unsociable hours working (typical 22:00 to 08:00) • Must remain calm under pressure. • Self motivated with initiative reliable. • Ability to work in a team. 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 hard work you’ll get: - Competitive salary and bonus schemes - Two weeks additional pay per year (holiday bonus). - 25 days holiday entitlement + bank holidays. - Attractive defined contribution pension scheme. - Private medical insurance. - Employee stock purchase plan. - Flexible working options. - Life assurance. - Enhanced maternity and paternity pay. - Career development support and wide ranging learning opportunities. - Employee health and wellbeing support EAP, wellbeing guidance etc. - Carbon neutral initiatives/goals. - Corporate social responsibility initiatives including support for volunteering days. - Well known companies discount scheme. #LI-ST2 Travel Requirements10-25% Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYes CompanyMotorola Solutions UK LimitedEEO 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.

• As a member of the Cloud/Customer Support Representative (CSR) team within Managed Services, the Cloud Support Technician serves as the primary technical and ticket classification resource for Microsoft 365 and Azure cloud support across CSP Only customer environments. • This role owns end-to-end triage, resolution, and escalation management for inbound cloud support tickets, administering customer Microsoft tenants directly via delegated access (GDAP/DAP) through Microsoft Partner Center to resolve customer issues, including escalations from other team members. • A key function of this role is accurately parsing incoming requests — distinguishing technical support needs from licensing requests, confirming available access, and routing tickets to the appropriate team or board before proceeding to resolution, along with successful resolution of the customer request. • Provide oversight to help manage and monitor Cloud Support ticket boards, reviewing triage statuses and ensuring tickets are moving through the resolution process per SLAs. • Communicate clearly with customers regarding the status of their request, scope of available services, and resolution options.

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: - Take full ownership of user inquiries, handling cases from first response to final resolution; - Remotely diagnose connectivity and app-related issues to provide step-by-step guidance to users; - Manage "on-the-spot" urgent scenarios occurring at physical stations, requiring fast situational awareness; - Execute quick actions regarding refunds, escalations, and compensations based on project guidelines; - Deliver clear and concise support via chat and email while maintaining a customer-centric, empathetic approach; - Keep up with evolving tools and technology; - Handle sensitive customer data with care and security; - Apply the latest and greatest customer happiness practices; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. What you need to succeed in this role: - Excellent English skills (at least C1 for both spoken and written); - At least 1 year of experience in technical support is a must; - Strong understanding of mobile app troubleshooting (login, payment, bugs); - Knowledge of Bluetooth connectivity and app permissions; - Familiarity with Intercom, live chat platforms, and internal monitoring dashboards. - Excellent writing and communication skills; - Ability to learn and follow precise procedures; - Strong analytical thinking and research skills; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Will be a great plus: - Experience with CRM systems; Benefits: - Fixed Schedule: Wednesday – Sunday, 5 PM – 1 AM UTC; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.