Technical Support Specialist

Motorola Solutions is a global leader in mission-critical communications and analytics. The Video Division specializes in innovative end-to-end video surveillance and AI-based security systems installed in over 120 countries. The company focuses on video management, cameras, access control products, and cloud service platforms to enhance public safety and security.

• Exceptional problem solving and time management skills
• Ability to communicate technical issues effectively and manage customer expectations
• Fluent English skills (reading, writing, speaking)
• Self-starter with ability to work independently and collaboratively with minimal supervision
• Capability to handle complex situations and maintain stakeholder communication during troubleshooting
• Agile, resourceful learner with strong attention to detail
• Working knowledge of applying technical concepts to troubleshooting procedures
• Experience installing, configuring, and troubleshooting software and hardware
• Knowledge of IP networking fundamentals including routers, VLANs, RTP, TCP/IP, UDP, IGMP, and Multicasting
• Preferably 2+ years in technical support environments such as video surveillance, access control, telecommunications, cloud software, enterprise hardware support, or IT helpdesk
• Familiarity with video surveillance technology (cameras, ONVIF protocol, storage) and access control preferred
• Bachelor's Degree or Diploma with technical background
• Certifications such as CCNA, MCSA, CompTIA A+ considered an asset
• Minimum 1 year experience with CRM platforms
• Experience with KCS Methodology environments

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

Motorola Solutions is an Equal Opportunity Employer. Candidates must be able to work on call for after-hours and weekend emergency support. Travel requirements: 10-25%. No relocation package provided.