Technical Support Specialist

Description

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 Video Security & Access Control division is hiring a Hybrid Technical Support Engineer for its industry-leading, disruptive Cloud Video & Access Control platforms.

Reporting to a Technical Support Manager, 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.

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 a cross a quickly evolving product line.
• Document all customer and technical information concisely in a case management system.
• Prioritize tasks effectively to manage incoming contacts and existing cases.
• Occasionally provide after-hours/weekend support on call.
• Accommodate Tuesday-Saturday or Wednesday-Sunday working schedule if needed
• Basic Requirements
• Essential skills & requirements:
• Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data).
• Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers.
• Working knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshooting.
• Self-starter who can work independently and is dedicated to continuous technical learning.
• Ability to manage pressure and customer expectations while troubleshooting critical issues.
• Nice to haves:
• Experience in Video Security, Access Control, Cloud Software, or enterprise hardware support.
• Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.).
• Experience with CRM systems.
• Preferable:
• 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
• Travel Requirements
• 10-25%
• Relocation Provided
• None
• Position Type
• Experienced
• Referral Payment Plan
• Yes
• Company
• Motorola Solutions UK Limited