Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus  importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions/Avigilon Alta, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. 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.

Job Description

Reporting to the Manager, the Technical Support Specialist will provide exceptional customer service and technical support to clients, allowing them to effectively use our leading-edge cloud managed technology for Video security. Resolve clients' software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; exporting debug logs, analyzing log files, replicating and reproducing customer issues and reporting escalations/bugs to Senior Support. Working hours will be Sunday - Thursday 8 AM-4:30 PM Pacific Time

What You Will Do:

• Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.

• Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.

• Escalate unresolved issues in a timely manner after collaborating with fellow team members.

• Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing to clients for their reference.

• Any project work as needed by the department Manager.

• Shift Sunday-Thursday 8 AM-4:30 PM PT.

Documentation, Collaboration, Coordination and Training:

• Participate in internal training sessions with Senior Support/Escalations and Development while utilizing the demo lab and beta environment as test beds.

• Provide internal technical support assistance through Slack and/or Google Meet to various internal stakeholders including Product, Sales, and Leadership and more.

• Collaborate with other technical support members and provide information to others by utilizing internal Confluence pages, KCS, and published FAQ’s.

• Create, edit and submit internal knowledge base (KCS) articles to assist other team members in the future.

Software Testing and Test lab:

• Reproduce and resolve customer issues with software and or hardware.

• Frequently test hardware and software by utilizing the beta release environment and report issues up to Senior Support/Escalations as necessary.

Preferred Qualifications:

• Effective communication, both written and verbal with exceptional interpersonal skills.

• Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.

• General understanding of Windows Server 2012-2019, Windows 7/8/10.

• General understanding of computer hardware and networking

• General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems.

• College Degree in Administration, Computer Science, IT, Technology.

• CompTIA A+/CCNA/Networking or PC Tech-related certificates are considered assets.

• Prior support/troubleshooting experience with VMS/IP Cameras is considered an asset.

This position is a remote position and candidates can be located anywhere in Canada.

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Basic Requirements

• 2+ years Technical Support/Customer Service/Helpdesk experience.

• 2+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

• High School diploma.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à [email protected].