Senior Technical Support Specialist

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.

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 learns 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 cases 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 same pace as 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.

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.