Technical Support Specialist Avigilon Alta Video

Motorola Solutions; Vancouver; On-site; CAD 50,000 - 55,000; Full time

Job summary

A leading technology company based in Metro Vancouver is seeking a Technical Support Specialist to provide customer service and technical assistance. Responsibilities include troubleshooting software and hardware issues, documenting processes, and participating in internal training. The ideal candidate will have a college degree in IT or related fields and strong communication skills. This hybrid position offers a base salary of $50,000-$55,000 CAD.

Qualifications

• 2+ years of Technical Support / Customer Service experience.
• High School diploma or equivalent required.
• Prior support/troubleshooting experience with VMS/IP Cameras is a plus.

Responsibilities

• Provide customer service and technical support.
• Document troubleshooting steps in support cases.
• Collaborate with team members on unresolved issues.

Skills

Effective communication

Organizational skills

Multi-tasking

Understanding of computer hardware

Troubleshooting networking fundamentals

Education

College Degree in Administration or IT

CompTIA A+ / CCNA

Tools

Windows Server

CRM systems

Job description

Overview

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. This includes the utilization of diagnostics tools; exporting debug logs, analyzing log files, 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.

Es-calate 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, 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.

Compensation

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.

#LI-DB1

#LI-HYBRID

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

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete thisReasonable Accommodations Formso we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et / ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d\'aménagement raisonnable afin que nous puissions vous aider.