Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that 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:

Motorola Solutions Video Security & Access Control division is hiring a Technical Support Analyst for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Analyst 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 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 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\' 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

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

In return for your expertise, we\xe2\x80\x99ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you\xe2\x80\x99ll 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

\'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.

Travel Requirements 10-25%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

Motorola Solutions