Job Description

Company Overview

At Motorola Solutions, we\'re guided by a shared purpose - helping people be their best in the moments that matter - and we\'re living 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 - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We\'re building integrated technologies that help protect people, property and places. We\'re connecting public safety agencies and enterprises - enabling the collaboration that\'s critical for a more proactive approach to safety and security. We\'re committed to solving for safer every day because the work we do here matters.

Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution\xe2\x80\x99s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.



Overview:

Reporting to a Technical Support Team Lead, the Technical Support Engineer 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.

Responsibilities:

• Maintain a strong understanding of Motorola Solutions software and products, including cameras, servers, and networks.
• Troubleshoot Motorola Solutions hardware and software products over the phone, chat 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 emergency support
• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions\xe2\x80\x99 pace of innovation

Basic Requirements

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: switching, routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

Preference will be given to candidates with the following skills and experience:

• 2-4 years of customer support experience in specific technical support environments:
• video surveillance (CCTV) 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

\'We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees\'

CONNECT WITH A CAREER THAT MATTERS

We\xe2\x80\x99re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline - mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready - in the day-to-day moments, and in the moments that matter most.

We believe that diversity spawns innovation \xe2\x80\x93 the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector. If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting you!

Travel Requirements 10-25%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

Motorola Solutions