Technical Support Specialist
Company Overview
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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewMotorola 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 centers, 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 Description
Reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer first mentality, a thorough systematic approach to troubleshooting hardware, software or systems, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be a part of a fast paced challenging environment, this opportunity is for YOU!
Responsibilities:
Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on Silent Sentinel products
Troubleshoot Motorola Solutions hardware, software and systems over the phone, chat and remotely
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, repairs
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 emergency support
Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation
Basic Requirements
2+ years of technical support experience in video surveillance, access control, telecom, cloud software, enterprise hardware, or IT service desks.
Technical Degree preferred, along with certifications like CCNA, MCSA, or CompTIA A+.
Experience with Linux operating systems, CRM platforms (1+ years), and Knowledge-Centered Service (KCS) methodology.
Practical experience applying technical concepts to install, configure, and troubleshoot hardware and software environments.
Familiarity with video surveillance cameras, ONVIF protocol, or video streaming services.
Exceptional ability to troubleshoot critical issues, prioritize tasks, and manage complex situations.
Fluent in English with the ability to explain complex technical concepts to customers of all skill levels clearly and personably.
A proactive self-starter who works well independently with minimal supervision and collaborates effectively within a team.
Skilled at managing customer expectations and providing timely updates to all stakeholders.
An agile, detail-oriented learner who adapts quickly to new challenges.
Travel RequirementsUnder 10%
Relocation ProvidedDomestic
Position TypeExperienced
Referral Payment Plan
YesEEO 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.