[Hiring] Technical Support Specialist @Motorola Solutions

Role Description

In this role, you will join a team responsible for ensuring critical customer issues are resolved quickly and accurately. You will support industry-leading platforms that provide clients with peace of mind, knowing their assets are protected by some of the strongest industry-standard products and artificial intelligence.

• Provide exceptional technical assistance to global customers via phone, email, live chat, and remote sessions.
• Prioritise tasks effectively to manage incoming requests and existing cases, with the flexibility to provide after-hours or weekend support if required.
• Diagnose and resolve complex software and hardware issues across cloud platforms, CCTV, and access control systems by troubleshooting network and data problems, and utilising diagnostic tools to export and analyze log files and identify root causes.
• Utilise demo labs and beta environments to replicate customer behaviors, test hardware/software, and report complex bugs or escalations to engineering.
• Concisely document software, hardware, and network information as part of the case details in the CRM system.
• Actively contribute to a Knowledge Centered Service (KCS) environment by creating and updating knowledge base articles to assist the wider team and customers.
• Work closely with regional and global support teams, as well as internal stakeholders such as Product and Sales, to ensure a high-quality customer experience.
• Maintain product expertise by continuously learning new skills, technologies, and a strong understanding of Motorola Solutions' cloud software, products, mobile applications, servers, and networks, keeping up with our pace of innovation.

Qualifications

• 2+ years of experience in Technical Support, Customer Service, or Helpdesk, preferably supporting enterprise-level applications.
• Fluency in English (written and oral) is essential.
• Effectively manage customer expectations and navigate complex troubleshooting scenarios for critical issues.
• A critical problem-solving mindset with the ability to collect relevant data, review logs, and multitask in a fast-paced environment.
• A self-starter who can work independently with minimal supervision, yet collaborates effectively within a team structure.
• Understanding of Networking Fundamentals: TCP/IP, Ethernet, VoIP, Switches, DNS, DHCP, NAT, and Firewalls.
• General understanding of Web Protocols: HTTP/HTTPS and TLS.
• Experience installing, configuring, or troubleshooting Windows (Server 2012-2019, Windows 7/10), Mac, or Linux environments.
• Applying technical concepts to troubleshoot various software and hardware, including video surveillance cameras and access control systems.

Requirements

• A Degree or Diploma in Computer Science, Computer Engineering, Information Systems, or equivalent.
• IT certifications such as CompTIA A+, Network+, CCNA, CCNP, MCSA, or Microsoft credentials.
• Technical experience in Video Security, Analytics, Access Control, Cloud Software, Telecommunications, or Video Conferencing.
• Familiarity with the ONVIF profile, VMS (Video Management Systems), or other video streaming services.
• Experience using CRM systems and working in environments using the KCS (Knowledge Centered Service) methodology.
• Proficiency in multiple languages is considered an asset.

Benefits

• Referral Payment Plan