Technical Support Specialist - Avigilon Alta Video

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. 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 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/Avigilon Alta, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. 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.

Job Description

Reporting to the Manager, the Technical Support Specialist will provide exceptional customer service and technical support to clients, allowing them to effectively use our leading-edge cloud managed technology for Video security. Resolve clients' software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; exporting debug logs, analyzing log files, replicating and reproducing customer issues and reporting escalations/bugs to Senior Support.

What You Will Do:

• Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.
• Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.
• Escalate unresolved issues in a timely manner after collaborating with fellow team members.
• Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing to clients for their reference.
• Any project work as needed by the department Manager, or Team Lead.
• This role is a hybrid work-from-home/office position; work from a nearby office may be required.
• The hours for this role would be 8am-4:30pm PST, Sunday-Thursday

Documentation, Collaboration, Coordination and Training:

• Participate in internal training sessions with Senior Support/Escalations and Development while utilizing the demo lab and beta environment as test beds.
• Provide internal technical support assistance through Slack and/or Google Meet to various internal stakeholders including Product, Sales, and Leadership and more.
• Collaborate with other technical support members and provide information to others by utilizing internal Confluence pages, KCS, and published FAQ’s.
• Create, edit and submit internal knowledge base (KCS) articles to assist other team members in the future.

Software Testing and Test lab:

• Reproduce and resolve customer issues with software and or hardware.
• Frequently test hardware and software by utilizing the beta release environment and report issues up to Senior Support/Escalations as necessary.

Preferred Qualifications:

• Effective communication, both written and verbal with exceptional interpersonal skills.
• Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.
• General understanding of Windows Server 2012-2019, Windows 7/8/10.
• General understanding of computer hardware and networking
• General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems.
• College Degree in Administration, Computer Science, IT, Technology.
• CompTIA A+/CCNA/Networking or PC Tech-related certificates are considered assets.
• Prior support/troubleshooting experience with VMS/IP Cameras is considered an asset.

Target Base Salary Range: $50,000-$55,000 CAD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 2+ years Technical Support/Customer Service/Helpdesk experience.
• High School diploma or equivalent

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes