Technical Support Analyst
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Job Location:
Indianapolis, IN - USA
Monthly Salary:
$ 48000 - 55000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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. Were guided by a shared purpose helping people be their best in the moments that matter and we live up to our purpose every day by solving for safer. 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.
Job Description
This role involves providing technical support for Avigilon Alta Video and Access a cloud-managed security solution. Youll be responsible for resolving client issues related to software hardware and network problems by troubleshooting using diagnostic tools analyzing logs and replicating customer issues. This includes supporting video security systems and access control systems specifically responding to inquiries from both installation partners and end customers via various channels (phone email tickets chat). Experience with legacy access control systems and installation/support is highly beneficial. You will report to the Manager and focus on delivering exceptional customer service.
Key Responsibilities:
Provide Expert Technical Support: Deliver comprehensive technical support for Avigilon Alta Video and Access systems encompassing hardware cloud software mobile applications key cards and system integrations (video management wireless locks etc.). This includes supporting basic wiring and peripheral door hardware.
Ensure Exceptional Customer Experience: Manage inbound support inquiries via various channels (phone email chat WhatsApp SMS Partner Portal Support Community) ensuring timely and professional responses. Proactively make outbound calls to customers and provide ongoing support throughout the case lifecycle.
Drive Self-Service Solutions: Contribute to a dynamic Knowledge Centered Service (KCS) environment by creating new Knowledge Base (KB) articles updating existing ones and attaching relevant articles to support cases. Empower customers with resources for self-troubleshooting and problem resolution.
Document and Manage Support Cases: Thoroughly document step-by-step troubleshooting performed in support cases within the Support CRM system. Accurately manage tickets via our ticketing system to ensure proper tracking and resolution.
Collaborate and Escalate Effectively: Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner. Ensure smooth transitions and knowledge sharing within the support team.
Contribute to Project Work: Undertake project work as needed by the department Manager to enhance support processes and customer experience.
Support Partner Success: Provide over-the-phone/web support to our installation partners enabling them to successfully install and service our systems at customer locations.
Documentation Collaboration and Training:
Engage in Comprehensive Training: Actively participate in internal training sessions conducted by Senior Support/Escalations and Development teams. Leverage the demo lab and beta environment as practical test beds to solidify learning.
Seek Continuous Development: Utilize opportunities to learn and grow by engaging with various internal stakeholders including Product Sales and Leadership through internal technical support assistance via platforms like Slack and Google Meet.
Contribute to Knowledge Sharing & Growth: Collaborate with fellow technical support members sharing information and insights through internal Confluence pages Knowledge-Centered Service (KCS) resources and Frequently Asked Questions (FAQs) to foster a culture of learning and continuous improvement.
Actively Enhance the Knowledge Base: Create edit and submit internal Knowledge-Centered Service (KCS) articles to expand the knowledge base ensuring future team members have access to updated and comprehensive information for ongoing learning and problem-solving.
Shift may include nights and/or weekends
Preferred Qualifications:
Experience with access control systems or video management systems.
Knowledge of Windows Server.
Technical certifications (CompTIA A CCNA etc.).
Strong communication and interpersonal skills.
Ability to multitask and work independently.
1 years of experience supporting enterprise-level applications in a Windows Mac or Linux environment.
Target Base Salary Range:$48000 - $55000
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.
#LI-DB1
Basic Requirements
1 years of Technical Support experience.
High School Diploma or equivalent.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
YesOur :
Incentive Bonus Plans
Medical Dental Visionbenefits
401K with Company Match
10 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
and more!
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.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Motorola Solutions, Inc., incorporated on March 9, 1973, is a provider of communication infrastructure, devices, accessories, software and services. The Company operates through two segments: Products and Services. It serves global customer base spanning federal, state, county, provin ... View more
