COMPANY OVERVIEW

At 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.

JOB DESCRIPTION

Avigilon Alta Access is hiring a Technical Support Analyst who has experience installing and servicing access control systems at customer locations or acting in the role of Technical Support Analyst for an access control vendor or installer. This is a customer-facing role, responding to inbound technical support phone calls, emails, tickets, and live chats, both from our partners who are installing and supporting the Avigilon Alta Access solution, and the end customers who are using our solution.

The ideal candidate will be familiar with legacy access control systems and their installation/support. Ideally, the candidate will have experience working in a similar role at an access control manufacturer, or a systems integrator installing access control solutions, or supporting the installation of access control.

• Respond in a timely and professional manner to all inbound (phone, email, chat, web) support tickets
• Help ensure our installation partners can successfully install and service our systems at customer locations with over-the-phone/web support
• Manage tickets via our ticketing system
• Be intimately familiar with all technical aspects of the Avigilon Alta Access platform (hardware, cloud software, mobile applications, key cards, etc)
• Understand and be able to support basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third-party software that integrate with Avigilon Alta Access)

Preferred Qualifications:

• Access Control experience desired
• Network experience desired
• Linux experience desired

Shift for this role will be Sunday-Thursday 12pm-9pm Pacific Time.
This position is a remote position and candidates can be located anywhere in Canada. Due to the working schedule, it is preferred that candidates reside in or close to the Pacific Time zone.
Salary Range: $47,000 - $53,000 CAD per year

LI-TW1

BASIC REQUIREMENTS

• 2+ years of Technical Support experience.

TRAVEL REQUIREMENTS

Under 10%

• Respond in a timely and professional manner to all inbound (phone, email, chat, web) support tickets
• Help ensure our installation partners can successfully install and service our systems at customer locations with over-the-phone/web support
• Manage tickets via our ticketing system
• Be intimately familiar with all technical aspects of the Avigilon Alta Access platform (hardware, cloud software, mobile applications, key cards, etc)
• Understand and be able to support basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third-party software that integrate with Avigilon Alta Access