Technical Support Specialist

Overview

end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description

This is a hybrid role, with the expectation to be present in the Uxbridge office on a regular basis. Motorola Solutions Video Security & Access Control division is hiring a Technical Support Specialist for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Specialist ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by : a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.

Responsibilities

• Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, Networks and Access Control Systems.
• Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
• Think outside of the box and come up with creative solutions.
• Lead with empathy, take complete ownership and show urgency when resolving technical issues.
• Concisely document software, hardware, and network information in a case management system.
• Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.
• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.
• Continuously learn new skills, technologies & products, keeping up with MSI's pace of innovation.
• Resolve clients' software or hardware issues by troubleshooting and diagnosing network and data problems, including utilising diagnostic tools, exporting debug logs, analysing log files, and reporting escalations to engineering.
• Be flexible to work on call for after hours and weekend support if required.

Qualifications

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Basic Requirements

Technical Proficiencies & Preferences

Responsibilities (cont.)

Responsibilities may also include potential work on weekends (one of the days) : Sunday to Thursday or Tuesday to Saturday. Flexible working hours and shifts.

Benefits

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

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