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
Department Description
Motorola Solutions Video Security & Access Control division is hiring a Technical Support Engineer for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Engineert ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.
Job Description
Maintain a strong understanding of Motorola Solutions cloud software and products, including cameras, access control hardware, cloud software, mobile applications, key cards, and networks.
Troubleshoot Motorola Solutions hardware and software products over phone, chat, web community and through remote sessions
Concisely document software, hardware, and network information in a case management system
Provide an exceptional customer experience during calls, emails, chat, and customer escalations
Prioritize between tasks including inbound calls, existing case management, live chat, email requests
Collaborate with the regional and global support teams to provide high quality and effective customer experience
Be available to work on call for after hours and weekend support
Continuously learns new skills, technologies & products; keeping up with Motorola Solutions's pace of innovation
Resolve clients software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to engineering
Basic Requirements
Exceptional skills in problem solving & time management
Able to provide timely updates and manage customer expectations
Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
Demonstrates a continuous learning mindset to digest the technical details of an ever evolving product line
Agile, resourceful learner with strong attention to detail
Candidates must be able to display a working knowledge with:
Applying technical concepts to troubleshooting procedures
Installing, configuring, and troubleshooting various operating systems, software, and hardware
IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
Basic understanding of Linux Commands to navigate system logs a plus.
Familiarity with legacy Access Control systems (Software & Hardware installations)
Familiarity with basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software)
Preference will be given to candidates with the following skills and experience:
2+ years of customer support experience in specific technical support environments:
video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk
Degree/Diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science or equivalent
Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+
A familiarity with the Onvif profile or other video streaming services
Multi language proficiency
Experience working in environments using the KCS Methodology
Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No
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 [Confidential Information].
