Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics. The Video Division focuses on innovative end-to-end solutions and AI-based surveillance systems installed in over 120 countries spanning various sectors including schools, transportation, healthcare, public venues, critical infrastructure, and government facilities. The company is advancing video analytics technology with products like Appearance Search and Unusual Motion Detection along with a cloud service platform.

• Exceptional problem solving and time management skills
• Ability to provide timely updates and manage customer expectations
• Fluent in English (read, write, speak) with ability to communicate complex technical issues clearly
• Self-starter with ability to work independently and collaboratively with minimal supervision
• Capability to troubleshoot critical issues while maintaining effective communication
• Agile learner with strong attention to detail
• Working knowledge of applying technical concepts to troubleshooting
• Experience installing, configuring, and troubleshooting software and hardware
• Knowledge of IP networking fundamentals including routers, VLANs, RTP, TCP/IP, UDP, IGMP, and Multicasting
• Minimum 2 years customer support in technical environments such as video surveillance, access control, telecommunication, cloud software, enterprise hardware, or IT helpdesk
• Familiarity with video surveillance technology (cameras, ONVIF protocol, storage) and video streaming services is an asset
• Bachelor's Degree/Diploma with technical background
• Certifications such as CCNA, MCSA, CompTIA A+
• At least 1 year experience with a CRM platform
• Experience working in environments using the KCS Methodology

• Learn and maintain a strong understanding of Motorola Solutions software and products focusing on On-Prem Video Management, Cameras, and Access Control
• Troubleshoot Motorola Solutions hardware, software, and systems via phone, chat, and remote access
• Document software, hardware, and network information clearly in a case management system
• Provide exceptional customer experience during calls, emails, chats, and escalations
• Prioritize tasks including inbound calls, case management, live chat, emails, and repairs
• Collaborate with regional and global support teams to ensure effective customer service
• Be available for after-hours and weekend emergency support on call
• Continuously learn new skills, technologies, and products to keep up with innovation pace

Motorola Solutions is an Equal Opportunity Employer and considers all qualified applicants without regard to legally protected characteristics.