Technical Support Engineer

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. Our technology platforms in mission-critical communications, command center software and video surveillance & 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. 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.

Job Description

Overview

The Technical Support Engineer reports to the Support Manager and will be focused on supporting internal and external stakeholders such as; the frontline support team, Sales, Product and Engineering as well as our partners and customers of the Video Security and Access Control product portfolio. This is a multi-faceted role and the ideal candidate will be one of the most tenured Support individuals within the team responsible for delivering outstanding outcomes.  The person in this role will be responsible for making sure that escalations (from frontline and to Engineering Escalation Team) are handled in the most effective and efficient manner.  Also, part of the mandate will be to upskill our frontline agents through coaching/mentoring and by using Intelligent swarming techniques.  Success in this role is defined by a strong team first mentality, a thorough systematic approach to troubleshooting, and the curiosity to identify and address opportunities within the Support organization.  

About the Position

What will you get to do

• Proactively collaborate with cross-functional stakeholders to uncover and solve users’ problems.

• Communicates to product leads and engineers to bring forth use cases on product and process improvements.

• Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds.

• Actively work with engineering teams to drive resolution of defects and product improvements.

• Influence troubleshooting best practices to all technical stakeholders.

• Act as KCS Champion and assist with creating new content and maintenance of existing inventory.

• Lead with empathy, take complete ownership and show urgency when resolving technical issues.

• Concisely document software, hardware, and network information in a case management system.

• Provide an exceptional customer experience during calls, emails, chats, and escalations.

• Prioritize between tasks such as; mentoring the customer support team, attending escalations with customers,  collaborating with engineering & development, and leading improvement projects

• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

• Use your extensive MSI products and processes knowledge and mentor your fellow colleagues to help with upskilling.

Basic Requirements

Education / Experience

• Physical Security certifications with a specialization in Access Control will be beneficial

• Proven experience with Physical Security Access Control products, best practices and installations is essential

• Experience with the Linux command line will be preferred.

• Knowledge of Video Surveillance systems and bst practices is essential

• IT Industry certifications such as, but not limited to: Linux+, Linux Pro, CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+ will be beneficial.

• ITIL certification will be beneficial

• 4-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- minimum 7 years of relevant experience, additional prior vocational or technical education will be considered an asset. 

• Experience with Databases may be advantageous.

• Experience working in environments using the KCS Methodology.

• Internal MSI experience is definitely preferred 

  • Expert understanding of Avigilon Unity Video Surveillance and Access Control products.

  • Strong level of knowledge of integrations and networking.

  • Experience in creating and running scripts via powershell or similar technologies.

• Completion of the following course would be considered as asset

  • LIL6086:CCNA2: IP Connectivity and Services

  • LIL0858:CompTIA Security+:Governance, Risk, and Compliance

  • LIL6085: CCNA1: Network Fundamentals and Access

Essential Skills

• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels. English proficiency is a necessity

• Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.

• Develop a strong understanding of Motorola Solutions Video and/or Access Control products

• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.

• Mastery of using the OSI Model to troubleshoot network issues

• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A 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.

• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

Technical Proficiencies 

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

• Installing, configuring, and troubleshooting various operating systems, software, and hardware.

• Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools.  Able to access and Navigate Dell IDRAC and HP ILO OSs.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Portugal, Lda

EEO Statement

Motorola 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.