Workplace Technologies Google Helpdesk Technician

Posted Yesterday
Be an Early Applicant
India
Mid level
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
We help people be their best in the moments that matter.
The Role
The Workplace Technologies Google Helpdesk Technician manages L2 tickets for Google Workspace and LumApps, troubleshooting issues, documenting resolutions, and reporting metrics on ticket performance. This role demands prompt and efficient ticket management while providing user support and training.
Summary Generated by Built In

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 OverviewOur 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.
Job Description

The Workplace Technologies Google Helpdesk Technician position is a full-time employment opportunity within Motorola Solutions. The Workplace team is responsible for the full strategy, architecture, development, deployment, and support for tools that enable Motorola Solutions’ employees to connect, communicate and collaborate more effectively – to act more quickly as business environments change – while ensuring we maintain our strong and vibrant culture. The Helpdesk Technician is responsible for managing L2 tickets across all Workplace Technologies products (such as Google Workspace & LumApps), including troubleshooting technical issues, documenting resolutions, and reporting metrics on tickets. The ideal candidate will have a strong understanding of Google Workspace and experience in a helpdesk or technical support role.

Scope of Responsibilities / Expectations

  • Provide L1 and L2 level support by responding to helpdesk tickets related to Workplace applications, including Google Workspace, Chromebox maintenance, and LumApps Social Intranet.

  • Respond to all tickets in a timely and efficient manner

  • Troubleshoot technical issues related to Google Workspace, including email, calendar, and productivity tools

  • Document all resolutions to tickets in a clear and concise manner

  • Manage the ticket lifecycle from intake to closure

  • Report on ticket metrics, including average response time and resolution time

  • Stay up-to-date on the latest Google Workspace features and functionality

  • Provide training and support to users on new Google Workspace features and functionality

  • Work closely with other members of the Workplace team to resolve complex issues

Desired Background/Knowledge/Skills

  • Bachelor's degree in Computer Science, Information Technology, or a related field

  • 2+ years of experience in a helpdesk or technical support role

  • Strong understanding of Google Workspace

  • Experience with troubleshooting mobile devices is a plus

  • Familiarity with ServiceNow is a plus

  • Excellent communication and interpersonal skills

  • Ability to work independently and as part of a team

  • Strong problem-solving and analytical skills

  • Ability to work under pressure and meet deadlines


Basic Requirements

  • Bachelor’s degree in Computer Science, Computer Engineering or a related field

  • Familiarity with Google Workspace


Travel Requirements
None
Relocation Provided
None
Position Type
Experienced

Referral Payment PlanNo

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].

Top Skills

Google Workspace

What the Team is Saying

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The Company
HQ: Chicago, IL
21,000 Employees
Hybrid Workplace
Year Founded: 1928

What We Do

Motorola Solutions is solving for safer. We build and connect technologies to help protect people, property and places. Our solutions enable the collaboration between public safety agencies and enterprises that’s critical for a proactive approach to safety and security. Learn more about how we’re solving for safer communities, safer schools, safer hospitals, safer businesses – safer everywhere.

Why Work With Us

We are a global family of driven, dynamic people who inspire and support everyone around us to be the best version of themselves. We embrace a “people first” philosophy – and are committed to creating and maintaining a culture of caring and inclusiveness. Are you ready to join our team and be a part of a close-knit community in a big company?

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Motorola Solutions Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We believe that the next big idea can come from anyone, anywhere, at any time. That’s why we offer office-based, hybrid and remote working models, where Motorolans can do their best work wherever they work best.

Typical time on-site: Flexible
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