Technical Support Engineer

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were 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 thats 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 Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications command center software and video surveillance & 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. Motorola Solutions 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

Overview:

The Technical Support Engineer reports to the Support Manager and will be focused on supporting internal and external stakeholders such as; the frontline support team Sales Product and Engineering as well as our partners and customers of the Video Security and Access Control product portfolio. This is a multi-faceted role and the ideal candidate will be one of the most tenured Support individuals within the team responsible for delivering outstanding outcomes. The person in this role will be responsible for making sure that escalations (from frontline and to Engineering Escalation Team) are handled in the most effective and efficient manner. Also part of the mandate will be to upskill our frontline agents through coaching/mentoring and by using Intelligent swarming techniques. Success in this role is defined by a strong team first mentality a thorough systematic approach to troubleshooting and the curiosity to identify and address opportunities within the Support organization.

About the Position:

• Proactively collaborate with cross-functional stakeholders to uncover and solve users problems.

• Communicates to product leads and engineers to bring forth use cases on product and process improvements.

• Identify and flag instances of product defect and issue trends while solutioning for temporary workarounds.

• Actively work with engineering teams to drive resolution of defects and product improvements.

• Influence troubleshooting best practices to all technical stakeholders.

• Act as KCS Champion and assist with creating new content and maintenance of existing inventory.

• Lead with empathy take complete ownership and show urgency when resolving technical issues.

• Concisely document software hardware and network information in a case management system.

• Provide an exceptional customer experience during calls emails chats and escalations.

• Prioritize between tasks such as; mentoring the customer support team attending escalations with customers collaborating with engineering & development and leading improvement projects

• Continuously learn new skills technologies & products keeping up with MSIs pace of innovation.

• Use your extensive MSI products and processes knowledge and mentor your fellow colleagues to help with upskilling.

Basic Requirements

Education / Experience:

• 4-5 years of relevant experience in an IT environment with a Bachelors Degree or Diploma/Certificate in Computer Science Engineering or a relevant software/computer related field is considered an asset -OR- minimum 7 years of relevant experience additional prior vocational or technical education will be considered an asset.

• Certifications such as but not limited to: CCNA CCNP MCSA MTA LFS MCSE CompTIA A will be beneficial.

• Experience with Database clusters utilizing Postgres will be advantageous.

• Experience working in environments using the KCS Methodology.

• Management experience will be beneficial.

• Internal MSI experience is definitely preferred:

  • Expert understanding of Avigilon Unity Video Survelillance and Access Control products.

  • Strong level of knowledge of integrations and networking.

  • Experience in creating and running scripts via powershell or similar technologies.

• Completion of the following course would be considered as asset:

  • LIL6086:CCNA2: IP Connectivity and Services

  • LIL0858:CompTIA Security:Governance Risk and Compliance

  • LIL6085: CCNA1: Network Fundamentals and Access

Essential Skills:

• Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.

• Develop a strong understanding of Motorola Solutions Video and/or Access Control products

• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels. English proficiency is a necessity

• Strong problem solving organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.

• Mastery of using the OSI Model to troubleshoot network issues

• Ability to keep grace under pressure multitask and prioritize based on business needs provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile resourceful learner with strong attention to detail.

• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

Technical Proficiencies:

• IP networking: routers firewalls wireless technologies RTP TCP/IP UDP IGMP and Multicasting

• Installing configuring and troubleshooting various operating systems software and hardware.

• Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools. Able to access and Navigate Dell IDRAC and HP ILO OSs.

In return for your expertise well support you in this new challenge with coaching & development every step of the way. Also to reward your hard work youll get:

• Competitive salary and bonus schemes.

• Two weeks additional pay per year (holiday bonus).

• 25 days holiday entitlement bank holidays.

• Attractive defined contribution pension scheme.

• Employee stock purchase plan.

• Flexible working options.

• Private medical care.

• Life assurance.

• Enhanced maternity and paternity pay.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP wellbeing guidance etc.

• Carbon neutral initiatives/goals.

• Corporate social responsibility initiatives including support for volunteering days.

• Well known companies discount scheme.

#LI-AR1

Travel Requirements

Under 10%

Relocation Provided

Domestic

Position Type

Experienced

Referral Payment Plan

No

Company

Motorola Solutions UK Limited

EEO 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.