Technical Support Specialist

Company OverviewAt 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. 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. Job DescriptionReporting to a Technical Support Team Lead, the Technical Support Specialist 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: Maintain a strong understanding of Motorola Solutions software and products, including cameras, servers, access control and networks.

Troubleshoot Motorola Solutions hardware and software products over the phone, chat 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 escalationsPrioritize between tasks including inbound calls, existing case management, live chat, email requestsCollaborate with the regional and global support teams to provide high quality and effective customer experienceContinuously learns new skills, technologies & products; keeping up with Motorola Solutions’ pace of innovationBasic RequirementsRequirements:

Availability to work on call for after hours and weekend emergency supportExceptional skills in problem solving & time managementAbility to provide timely updates and manage customer expectationsAbility to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personableA self-starter who can work independently as well as collaborate effectively with team members with minimal supervisionAbility to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholdersA continuous learning mindset to digest the technical details of an ever evolving product lineAgile, resourceful learner with strong attention to detailCandidates must be able to display a working knowledge with:

Applying technical concepts to troubleshooting proceduresInstalling, configuring, and troubleshooting various operating systems, software, and hardwareIP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and MulticastingPreference 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 deskDegree/Diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science or equivalentCertifications such as, but not limited to:

CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+A familiarity with the Onvif profile or other video streaming servicesMulti language proficiencyExperience working in environments using the KCS MethodologyTravel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNoCompanyMotorola Solutions Portugal, LdaEEO 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.