Motorola Solutions
Job title:
Technical Support Specialist
Company
Motorola Solutions
Job description
Company OverviewAt Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live 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 by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. 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’s 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 centres, 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.Job DescriptionOverview:Motorola Solutions Video Security & Access Control division is hiring a 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.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 sessionsConcisely 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 experienceBe 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 RequirementsRequirements: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 environmentCandidates must be able to display a working knowledge with:Applying technical concepts to troubleshooting proceduresInstalling, 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.In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:Competitive salary and bonus schemesTwo weeks additional pay per year (holiday bonus)25 days holiday entitlement + bank holidaysAttractive defined contribution pension schemePrivate medical insuranceEmployee stock purchase planFlexible working optionsLife assuranceEnhanced maternity and paternity payCareer development support and wide ranging learning opportunitiesEmployee health and wellbeing support EAP, wellbeing guidance etcCarbon neutral initiatives/goalsCorporate social responsibility initiatives including support for volunteering daysWell known companies discount scheme#LI-AR1Travel Requirements 10-25%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesCompany Motorola Solutions UK LimitedEEO StatementMotorola 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.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email .
Expected salary
Location
United Kingdom
Job date
Wed, 31 Jul 2024 02:34:29 GMT
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