Motorola Solutions

Hypercare Analyst

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NieokreśloneZdalnie·KrakówFull-time

#435102·Dodano miesiąc temu·6

Źródło: Motorola Solutions

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Tech Stack / Keywords

TCP/IPEthernetVoIPCCTVCRM

Firma i stanowisko

Motorola Solutions is a global leader in mission-critical communications and analytics, providing technology platforms for public safety, security, and surveillance. The Video Division specializes in innovative AI-based surveillance systems and cloud service platforms deployed worldwide in various sectors including education, transportation, healthcare, and government.

Wymagania

Strong problem-solving, organizational, and analytical skills to resolve customer issues efficiently and with high quality
Fluent English with strong interpersonal communication skills in writing and speaking
Ability to work independently and collaboratively, with strong attention to detail and resourcefulness
Ability to multitask, prioritize, manage customer expectations, and communicate effectively under pressure
Continuous learning mindset to keep up with evolving product lines
Critical problem-solving skills with ability to collect data and review basic logs for root cause identification
Ability to replicate problems in a lab environment
Working knowledge in applying technical concepts to troubleshooting
Experience installing, configuring, and troubleshooting various operating systems, software, and hardware
Basic networking knowledge including TCP/IP, Ethernet, VoIP, switches, video surveillance cameras, and video conferencing hardware
Preferred: Relevant experience in video security, analytics, access control, telecommunication, video conferencing, cloud software, or enterprise hardware support
Preferred: Degree/Diploma in Computer Engineering, Information Systems, Computer Science or equivalent
Preferred: Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+
Preferred: Familiarity with Onvif profile or other video streaming services
Preferred: Multilingual proficiency
Preferred: Experience with KCS Methodology and CRM systems

Obowiązki

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 via phone, live-chat, email, and remote sessions
Document software, hardware, and network information concisely in a case management system
Provide exceptional customer experience during calls, emails, chats, and escalations
Prioritize tasks including inbound calls, live chat, email requests, case management, and behavior recreation
Collaborate with regional and global support teams to ensure effective customer support
Be flexible to work on-call after hours and weekends if required
Continuously learn new skills, technologies, and products to keep pace with Motorola Solutions' innovation
Resolve client software or hardware issues by troubleshooting and diagnosing network and data problems, utilizing diagnostic tools, exporting debug logs, analyzing log files, and reporting escalations to engineering

Motorola Solutions

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