Technical Support Engineer Remote

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.

JOB DESCRIPTION

• Maintain a strong understanding of Motorola Solutions cloud software and products, including cameras,

access control hardware, cloud software, mobile applications, key cards, and networks.

• Troubleshoot Motorola Solutions hardware and software products over phone, chat, web community 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
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests
• Collaborate with the regional and global support teams to provide high quality and effective customer experience
• Be available to work on call for after hours and weekend support
• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation
• Resolve clients’ software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to engineering

BASIC REQUIREMENTS

• Exceptional skills in problem solving & time management
• Able to provide timely updates and manage customer expectations
• Ability to read, write, and speak English fluently; communicating 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
• Ability to 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
• Agile, resourceful learner with strong attention to detail

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
• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
• Basic understanding of Linux Commands to navigate system logs a plus.
• Familiarity with legacy Access Control systems (Software & Hardware installations)
• Familiarity with basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software)

Preference will be given to candidates with the following skills and experience:

• 2+ years of customer support experience in specific technical support environments:
• video surveillance or access control, telecommunication, cloud software, enterprise hardware

support, IT helpdesk/service desk

• Degree/Diploma in Computer Engineering, Computer Information Systems, System Administration, 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

TRAVEL REQUIREMENTS

None

Please refer the Job description for details