Technical Support Specialist
Technical Support Specialist
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Job Description
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 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 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
This is a hybrid role with the expectation to be present in the Uxbridge office on a regular basis.
Learn and maintain a strong understanding of Motorola Solutions cloud software and products including CCTV cameras access control hardware cloud software mobile applications servers and networks.
Troubleshoot Motorola Solutions hardware and software products over the phone via live-chat email 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.
Prioritise between tasks including inbound calls live chat and email requests as well as working on existing case management and recreating behaviour.
Collaborate with the regional and global support teams to provide a high quality and effective customer experience
Be flexible to work on call for after hours and weekend support if required.
Continuously learn new skills technologies & products; keeping up with Motorola Solutions pace of innovation.
Resolve clients software or hardware issues by troubleshooting and diagnosing network and data problems including utilising diagnostic tools exporting debug logs analysing log files and reporting escalations to engineering.
Basic Requirements
Strong problem solving organisationaland analytical skills with demonstrated ability to resolve customer issues in the shortest time at the highest quality.
Ability to read write and speak English fluently; with well developed interpersonal communication (written and oral) skills and the ability to document and explain 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. Agile resourceful learner with strong attention to detail.
Ability to keep grace under pressure multitask and prioritise based on business needs provide timely updates manage customer expectations and 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.
Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
Ability to replicate problems in a lab environment
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.
Some knowledge of networking products and technologies (such as; TCP/IP Ethernet VoIP Switches and Video Surveillance cameras/ Video Conferencing hardware).
Preference will be given to candidates with the following skills and experience:
Some relevant technical experience in any of the following business areas - Video Security Analytics Access Control Telecommunication Video Conferencing Cloud software or Enterprise hardware support.
Degree/Diploma in Computer Engineering Computer Information Systems 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.
Experience using CRM (Customer Relationship Management) systems.
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.
Private medical insurance.
Employee stock purchase plan.
Flexible working options.
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-DJ1
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
ExperiencedReferral Payment Plan
YesCompany
Motorola Solutions UK LimitedEEO 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
