Technical Support Specialist

This is a hybrid role, with the expectation to be present in the Uxbridge office on a regular basis.

Motorola Solutions Video Security & Access Control division is hiring a Technical Support Specialist for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Specialist 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.

**What will you get to do**

• Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, Networks and Access Control Systems.
• Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
• Think outside of the box and come up with creative solutions.
• 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 while taking incoming calls, emails, chats, and escalations.
• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.
• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.
• Resolve 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 engineering
• Be flexible to work on call for after hours and weekend support if required

Basic Requirements

**Candidates must be able to display a working knowledge with:**

• Applying technical concepts to troubleshooting procedures
• Installing, configuring, and troubleshooting various operating systems, software, and hardware
• Some knowledge of video streaming, networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video Surveillance cameras/ Video Conferencing hardware)
• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
• 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.
• 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.
• Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
• Ability to replicate problems in a lab environment.

**Technical proficiencies**

**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 support
• Degree/Diploma in Computer Engineering, Computer Information Systems, Computer Science or equivalent
• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+
• A familiarity with the Onvif profile or other video streaming services
• Multi language proficiency
• Experience working in environments using the KCS Methodology (Knowledge-Centred Service)
• Experience using CRM (Customer Relationship Management) systems

**Responsibilities may also include**

• Potential work on weekends (one of the days): Sunday to Thursday or Tuesday to Saturday
• Flexible working hours and shifts.

In return for your expertise, we’ll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

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