Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics, providing disruptive, end-to-end solutions in Video Security & Access Control including AI-based surveillance systems and cloud-native software like Avigilon Alta.

• 2+ years experience in Technical Support, Customer Service, or Helpdesk, preferably supporting enterprise-level applications.
• Fluency in English (written and oral) to explain technical concepts effectively and maintain communication under pressure.
• Ability to manage customer expectations and navigate complex troubleshooting scenarios.
• Critical problem-solving mindset with ability to collect data, review logs, and multitask.
• Self-starter capable of working independently and collaboratively.
• Working knowledge of Networking Fundamentals including TCP/IP, Ethernet, VoIP, Switches, DNS, DHCP, NAT, Firewalls.
• Understanding of Web Protocols (HTTP/HTTPS, TLS).
• Experience installing, configuring, or troubleshooting Windows (Server 2012-2019, 7/10), Mac, or Linux environments.
• Ability to troubleshoot 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 video standards like ONVIF profile, VMS, or video streaming services.
• Experience with CRM systems and Knowledge Centered Service (KCS) methodology.
• Proficiency in multiple languages considered an asset.

• Provide exceptional technical assistance to global customers via phone, email, live chat, and remote sessions.
• Prioritise 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.
• Utilise demo labs and beta environments to replicate customer behaviors, test hardware/software, and report bugs or escalations to engineering.
• Concisely document software, hardware, and network information 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 and internal stakeholders to ensure a high-quality customer experience.
• Maintain product expertise by continuously learning new skills, technologies, and understanding Motorola Solutions' cloud software, products, mobile apps, servers, and networks.

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to legally protected characteristics. Candidates must have fluency in English. No travel or relocation is required for this position.