Technical Support Specialist Avigilon Alta Video
Technical Support Specialist Avigilon Alta Video
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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.
Aperçu de lentreprise
Chez Motorola Solutions nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises permettant une coordination essentielle pour des communautés des écoles des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.
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/Avigilon Alta we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solutions Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. 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 Description
Reporting to the Manager the Technical Support Specialist will provide exceptional customer service and technical support to clients allowing them to effectively use our leading-edge cloud managed technology for Video security. Resolve clients software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; exporting debug logs analyzing log files replicating and reproducing customer issues and reporting escalations/bugs to Senior Support.
What You Will Do:
Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.
Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.
Escalate unresolved issues in a timely manner after collaborating with fellow team members.
Contribute to a living KCS (Knowledge Centered Services) environment creating KB articles when required updating existing articles and attaching to relevant cases while providing to clients for their reference.
Any project work as needed by the department Manager or Team Lead.
This role is a hybrid work-from-home/office position; work from a nearby office may be required.
The hours for this role would be 8am-4:30pm PST Sunday-Thursday
Documentation Collaboration Coordination and Training:
Participate in internal training sessions with Senior Support/Escalations and Development while utilizing the demo lab and beta environment as test beds.
Provide internal technical support assistance through Slack and/or Google Meet to various internal stakeholders including Product Sales and Leadership and more.
Collaborate with other technical support members and provide information to others by utilizing internal Confluence pages KCS and published FAQs.
Create edit and submit internal knowledge base (KCS) articles to assist other team members in the future.
Software Testing and Test lab:
Reproduce and resolve customer issues with software and or hardware.
Frequently test hardware and software by utilizing the beta release environment and report issues up to Senior Support/Escalations as necessary.
Preferred Qualifications:
Effective communication both written and verbal with exceptional interpersonal skills.
Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.
General understanding of Windows Server 2012-2019 Windows 7/8/10.
General understanding of computer hardware and networking
General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS TLS VLANs TCP/IP DNS NAT DHCP firewalls and hardware/software systems.
College Degree in Administration Computer Science IT Technology.
CompTIA A/CCNA/Networking or PC Tech-related certificates are considered assets.
Prior support/troubleshooting experience with VMS/IP Cameras is considered an asset.
Target Base Salary Range:$50000-$55000 CAD
Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.
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Basic Requirements
2 years Technical Support/Customer Service/Helpdesk experience.
High School diploma or equivalent
Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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.
Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.
Motorola Solutions adopte favorise et promeut les principes de diversité déquité et dinclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées quelles que soient leur race origines ethnique religion ou croyance orientation sexuelle identité et expression sexuelle statut danciens combattants ou tout autre statut protégé par la Loi.
Nous sommes fiers de notre culture axée sur les personnes et les communautés encourageant ainsi chaque Motorolan dêtre la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse dun monde plus sécuritaire.
Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.
Nous offrons également des mesures dadaptation pendant toutes les étapes du processus dembauche afin de favoriser linclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement veuillez remplir ce formulaire daménagement raisonnable afin que nous puissions vous aider.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
