Technical Support Specialist

Join Motorola Solutions, a leader in video security and access control technology. As a Hybrid Technical Support Engineer, you will troubleshoot and resolve complex hardware and software issues, maintain deep product knowledge, and document all customer and technical information. You will have the opportunity to work in a flexible environment with various benefits, including paid time off, health care benefits, and retirement benefits.

Responsibilities

• Troubleshoot and resolve complex hardware and software issues over the phone, live-chat, and email, using remote sessions and diagnostic tools.
• Maintain deep product knowledge across a quickly evolving product line and document all customer and technical information concisely in a case management system.
• Prioritize tasks effectively to manage incoming contacts and existing cases, and occasionally provide after-hours/weekend support on call.

Requirements

• Self-starter who can work independently and is dedicated to continuous technical learning
• Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers
• Ability to manage pressure and customer expectations while troubleshooting critical issues
• Working knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshooting
• Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data)
• Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.)
• Experience in Video Security, Access Control, Cloud Software, or enterprise hardware support
• Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware support

Preferred

• Experience with CRM systems