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:

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

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

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 None

Relocation Provided None

Position Type Experienced

Referral Payment Plan No

Motorola Solutions