Technical Support Specialist

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. We build and connect technologies to help protect people, property and places.

Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics, helping to make cities safer and businesses thrive.

The Video Security & Access Control division is defining the future of the cloud security industry through disruptive, end-to-end solutions, including award-winning AI-based surveillance systems and cloud-native software like Avigilon Alta.

In this role, you will join a team responsible for ensuring critical customer issues are resolved quickly and accurately.

You will support industry-leading platforms that provide clients with peace of mind, knowing their assets are protected by some of the strongest industry-standard products and artificial intelligence.

Job Description

Responsibilities: 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, with the flexibility to provide 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, and utilising diagnostic tools to export and analyze log files and identify root causes.

Utilise demo labs and beta environments to replicate customer behaviors, test hardware/software, and report complex bugs or escalations to engineering. Concisely document software, hardware, and network information as pa