At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewMotorola Solutions Video Security & Access Control division is hiring a Hybrid Technical Support Engineer for its industry-leading, disruptive Cloud Video platforms. 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.
Job Description
Responsibilities:
Learn and maintain a strong understanding of Motorola Solutions cloud software and products, including CCTV cameras, access control hardware, cloud software, mobile applications, servers and networks
Troubleshoot Motorola Solutions hardware and software products over the phone, via live-chat, email 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
Prioritise between tasks, including inbound calls, live chat and email requests, as well as working on existing case management, and recreating behaviour
Collaborate with the regional and global support teams to provide a high quality and effective customer experience
Be flexible to work on call for after hours and weekend support if required
Continuously learn 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 utilising diagnostic tools, exporting debug logs, analysing log files, and reporting escalations to engineering
Basic Requirements
Requirements:
Strong problem solving, organisational and analytical skills, with demonstrated ability to resolve customer issues in the shortest time at the highest quality
Ability to read, write, and speak English fluently; with well developed interpersonal communication (written and oral) skills and the ability to document and explain 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. Agile, resourceful learner with strong attention to detail.
Ability to keep grace under pressure, multitask and prioritise based on business needs, provide timely updates, manage customer expectations and 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
Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes
Ability to replicate problems in a lab environment
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
Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video Surveillance cameras/ Video Conferencing hardware)
Preference will be given to candidates with the following skills and experience:
Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware support
Degree/Diploma in Computer Engineering, Computer Information Systems, 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
Experience using CRM (Customer Relationship Management) systems
Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNoCompanyMotorola Solutions Portugal, Lda
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.
