Motorola Solutions
Senior Technical Support Specialist
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Company Overview
At 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. We build and connect technologies to help protect people, property, and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. 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 with cloud-native solutions for customers. Motorola Solution’s 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 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 Technical Support Manager, the Senior Support Agent ensures that critical customer issues related to our Avigilon Alta Video and Access products are resolved in a timely manner. The Senior Support Agent will also be responsible for assisting leadership in passing knowledge to the technical support team through swarming, training, coaching, or mentoring sessions - while also handling critical and complex customer issues, providing white-glove service.
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Responsibilities
- Obtain and maintain superior knowledge and understanding of Alta's cloud-based products: Video/Access Control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd party integrations.
- Provide senior-level support for Alta hardware and software products over the phone and digitally through escalation cases.
- Share knowledge and efficiently collaborate with both the Technical Support (via Swarming) and our Dev/Escalations teams (via Escalations).
- Investigate escalated cases, diving deeper into logs, looking into root cause analysis, and identifying bugs, or functional expectation issues, and escalating accordingly to our Product/Dev/Engineering teams while keeping the client informed throughout the process.
- Serve as Alta subject matter expert (SME) within the team and the company.
- Concisely document software, hardware, and network information in a case management system including escalation/dev tickets.
- Provide an exceptional customer experience during customer interaction via escalations.
- Efficiently prioritize between swarming tasks, case management, and escalations.
- Assist with departmental project work when required.
- Continuously learn new skills, technologies, & products; keeping up with Avigilon Alta’s pace of innovation.
- Understand and contribute to our Knowledge Library (Knowledge Centered Support).
Basic Requirements
Preferred Qualifications
- Exceptional skills in problem-solving & time management.
- Manages customer expectations while working toward the case's logical resolution.
- Reads, writes, and speaks English fluently; communicates complex technical problems and solutions to customers of all skill levels while being personable.
- A self-starter who can work independently as well as in a team environment with minimal supervision.
- Has a level temperament while handling high-stress situations & maintains effective communication with all stakeholders.
- Prior experience supporting cloud-based Access control and Video products.
- Prior Linux Experience preferred.
- Desire to constantly learn and evolve at the pace of the product cycles.
- Agile, resourceful learner with strong attention to detail.
- Display a working knowledge of installing, configuring, and troubleshooting various operating systems, software, along with access control and video hardware.
- Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting.
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Basic Requirements
- 3+ years of support experience, and/or a bachelor’s degree in IT/Computer Science (or equivalent experience).
- Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required. Employer work permit sponsorship is not available for this position.
In Return For Your Expertise, We’ll Support You In This New Challenge With Coaching & Development Every Step Of The Way. Also, To Reward Your Hard Work You’ll Get
- Competitive salary and reward package
- 25 days holiday entitlement + bank holidays
- Attractive Pension Scheme
- Free Private Medical Insurance
- 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.
- Corporate Social Responsibility Initiatives including support for volunteering days
Travel Requirements
10-25%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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 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.
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