Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics, providing AI-based surveillance systems and cloud-native software in their Video Security & Access Control division. They focus on building technologies to help keep people and communities safer worldwide.

• Minimum 2 years of experience in Technical Support, Customer Service, or Helpdesk, preferably with enterprise-level applications.
• Fluency in English (written and oral) with ability to explain complex technical concepts clearly and calmly.
• Strong customer expectation management and communication skills.
• Critical problem-solving mindset with ability to collect data, review logs, and multitask in a fast-paced environment.
• Ability to work independently with minimal supervision and collaborate effectively within a team.
• Working knowledge of networking fundamentals including TCP/IP, Ethernet, VoIP, Switches, DNS, DHCP, NAT, and Firewalls.
• General understanding of HTTP/HTTPS and TLS protocols.
• Experience installing, configuring, or troubleshooting Windows (Server 2012-2019, Windows 7/10), Mac, or Linux environments.
• Experience troubleshooting various software and hardware, including video surveillance cameras and access control systems.

Nice to have:

• Degree or Diploma in Computer Science, Computer Engineering, Information Systems, or equivalent.
• IT certifications such as CompTIA A+, Network+, CCNA, CCNP, MCSA, or Microsoft credentials.
• Technical experience in Video Security, Analytics, Access Control, Cloud Software, Telecommunications, or Video Conferencing.
• Familiarity with the ONVIF profile, VMS (Video Management Systems), or other video streaming services.
• Experience using CRM systems and working with the KCS methodology.
• Proficiency in multiple languages considered an asset.

• Provide exceptional technical assistance to global customers via phone, email, live chat, and remote sessions.
• Prioritize tasks effectively to manage incoming requests and existing cases, including after-hours or weekend support if required.
• Diagnose and resolve complex software and hardware issues across cloud platforms, CCTV, and access control systems by troubleshooting network and data problems.
• Utilize demo labs and beta environments to replicate customer behaviors, test hardware/software, and report bugs or escalations to engineering.
• Document software, hardware, and network information concisely as part of case details in the CRM system.
• Actively contribute to a Knowledge Centered Service (KCS) environment by creating and updating knowledge base articles.
• Work closely with regional and global support teams, as well as internal stakeholders such as Product and Sales.
• Maintain product expertise by continuously learning new skills and technologies related to Motorola Solutions' offerings.

Motorola Solutions is an Equal Opportunity Employer and encourages applications from all qualified individuals regardless of legally protected characteristics.