Company OverviewAt 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.Department Overview Motorola Solutions Video Security & Access Control division is hiring a Hybrid Technical Support Engineer for its industry-leading, disruptive Cloud Video platforms. Reporting to a Technical Support Team Lead, the Technical Support Engineer 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.Job DescriptionResponsibilities:Learn and maintain a strong understanding of Motorola Solutions cloud software and products, including CCTV cameras, access control hardware, cloud software, mobile applications, servers and networksTroubleshoot Motorola Solutions hardware and software products over the phone, via live-chat, email and through remote sessionsConcisely document software, hardware, and network information in a case management systemProvide an exceptional customer experience during calls, emails, chat, and customer escalationsPrioritise between tasks, including inbound calls, live chat and email requests, as well as working on existing case management, and recreating behaviourCollaborate with the regional and global support teams to provide a high quality and effective customer experienceBe flexible to work on call for after hours and weekend support if requiredContinuously learn new skills, technologies & products; keeping up with Motorola Solutions' pace of innovationResolve 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 engineeringBasic RequirementsRequirements:Strong problem solving, organisational and analytical skills, with demonstrated ability to resolve customer issues in the shortest time at the highest qualityAbility to read, write, and speak English fluently; with well developed interpersonal communication (written and oral) skills and the ability to document and explain complex technical problems and solutions to customers of all skill levels, while being personableA self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.Ability to keep grace under pressure, multitask and prioritise based on business needs, provide timely updates, manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholdersDemonstrates a continuous learning mindset to digest the technical details of an ever evolving product lineCritical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causesAbility to replicate problems in a lab environmentCandidates must be able to display a working knowledge with:Applying technical concepts to troubleshooting proceduresInstalling, configuring, and troubleshooting various operating systems, software, and hardwareSome knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video Surveillance cameras/ Video Conferencing hardware)Preference will be given to candidates with the following skills and experience:Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware supportDegree/Diploma in Computer Engineering, Computer Information Systems, Computer Science or equivalentCertifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+A familiarity with the Onvif profile or other video streaming servicesMulti language proficiencyExperience working in environments using the KCS MethodologyExperience using CRM (Customer Relationship Management) systemsTravel Requirements 10-25%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan NoCompany Motorola Solutions Portugal, LdaEEO StatementMotorola 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.
