Technical Support Specialist

2 weeks ago

Bayan Lepas, Malaysia Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

**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, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative 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.
**Overview**:
Motorola Solutions Video Security & Access Control division is hiring a Technical Support Analyst for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Analyst 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**:

- Troubleshoot Motorola Solutions hardware and software products over phone, chat, web and through remote sessions
- Concisely document software, hardware, and network information in a case management system
- Collaborate with the regional and global support teams to provide high quality and effective customer experience
- Be available to work on call for after hours and weekend support
- Continuously learns new skills, technologies & products; keeping up with Motorola Solutions' pace of innovation
- Resolve clients' software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to engineering

**Basic Requirements**:
**Requirements**:

- Exceptional skills in problem solving & time management
- Able to provide timely updates and manage customer expectations
- Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
- A self-starter who can work independently as well as collaborate effectively with team members with mínimal supervision
- Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
- Demonstrates a continuous learning mindset to digest the technical details of an ever evolving product line
- Agile, resourceful learner with strong attention to detail
- Installing, configuring, and troubleshooting various operating systems, software, and hardware
- IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
- Basic understanding of Linux Commands to navigate system logs a plus.
- Familiarity with legacy Access Control systems (Software & Hardware installations)
- Familiarity with basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software)
- 2+ years of customer support experience in specific technical support environments:

- video surveillance or access control, telecommunication, cloud software, enterprise

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