Technical Support Engineer Edesix Mobile Video APAC Region

at  Motorola Solutions

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.

DEPARTMENT OVERVIEW

The Customer Support Technician will be joining a team of entry-level to senior-level Customer Support Technicians serving all relevant accounts. This role will be providing first-level remote support to our customers for diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high-quality and timely support to customers. In addition, you will be collaborating with peers including engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to come up to speed rapidly on our technology and products. We are looking for a high-energy, forward-thinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences. This position supports normal business hours, but requires the flexibility to work on weekend standby when is needed.

JOB DESCRIPTION

As a Technical Support Engineer you will perform technical and administrative tasks that will help drive day-to-day operations.

• Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication.
• Escalating any incidents that cannot be resolved within specified time frames based on the severity of the issue.
• Collect and document initial triage and steps taken towards resolution of an incident.
• Implement resolution to known problems through the use of knowledge articles.
• Create knowledge articles for the resolution of problems not yet documented in the knowledge database.
• Drive resolution of Incidents by identification, and communication, while using the functional escalation process as needed.
• Ensure support and performance metric requirements are met.
• Track and drive all outages/issues through the return to normal services.
• Respond to customer incidents in a timely fashion and in compliance with service level agreements.
• Build strong and effective working relationships with internal and external customers.
• Ability to collaborate across functional lines seamlessly.
• Proficient in controlling customer situations, and setting customer expectations appropriately.
• Familiarize and Comply with Motorola Quality, Security, and operational policies and practices.
• Process focused; provides input to help improve/build processes.
• Responsible for updating and maintaining data integrity of various database systems used.
• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
• Provide guidance and support for continual improvements.
• Actively participate in all training provided.
• Self-starter who manages their own priorities and activities with minimal supervision.
• Able to work and standby on weekends when required.

Specific Knowledge/Skills:

• Experience in a remote technical support environment.
• Information Security theory and best practices.
• Foundational knowledge of ITIL is a plus.
• Communication networks and RF Trunking system knowledge
• General working knowledge of Windows, Office, or equivalent
• Knowledge of VoIP and IP telephony
• Familiarity with mobile radio technology and products a plus
• Experience with Firewall, WAN, LAN, and Router Architecture a plus
• A+ Certification a plus
• Network+ Certification a plus
• Security + Certification a plus
• Strong troubleshooting, problem-solving and analytical skills
• Strong communication skills (verbal, written and presentation).
• Attention to detail.
• Ability to work with limited supervision and direction..
• Good time management skills with the ability to set priorities and meet deadlines.
• Aptitude to manage multiple tasks concurrently.
• An Associates degree in computer science or Electrical engineering technology (EET) is desirable.
• Knowledge of Motorola solutions mobile video products specifically VMEX and VB400 is a plus

BASIC REQUIREMENTS

1. Must have the ability to obtain the required background clearance as mandated by the MSI and customer, showcasing your commitment to maintaining high-level security standards.
2. A higher learning similar to a bachelor’s degree in Technical or a related field is required, demonstrating your strong educational foundation in engineering principles and practices.
3. A minimum of 3 years of experience in a Technical role is required, highlighting your practical understanding and hands-on experience in technical processes and methodologies.

TRAVEL REQUIREMENTS

Under 10%

• Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication.
• Escalating any incidents that cannot be resolved within specified time frames based on the severity of the issue.
• Collect and document initial triage and steps taken towards resolution of an incident.
• Implement resolution to known problems through the use of knowledge articles.
• Create knowledge articles for the resolution of problems not yet documented in the knowledge database.
• Drive resolution of Incidents by identification, and communication, while using the functional escalation process as needed.
• Ensure support and performance metric requirements are met.
• Track and drive all outages/issues through the return to normal services.
• Respond to customer incidents in a timely fashion and in compliance with service level agreements.
• Build strong and effective working relationships with internal and external customers.
• Ability to collaborate across functional lines seamlessly.
• Proficient in controlling customer situations, and setting customer expectations appropriately.
• Familiarize and Comply with Motorola Quality, Security, and operational policies and practices.
• Process focused; provides input to help improve/build processes.
• Responsible for updating and maintaining data integrity of various database systems used.
• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
• Provide guidance and support for continual improvements.
• Actively participate in all training provided.
• Self-starter who manages their own priorities and activities with minimal supervision.
• Able to work and standby on weekends when required