Technical Support Specialist

Motorola Solutions; Uxbridge; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Flexible work models

Paid time off

Paid parental and family leave

Health care benefits

Global wellness resources

Employee assistance programs

Rotation programs

Mentor relationships

Learning and development opportunities

Retirement benefits

Employee bonuses

Stock grants & employee stock purchase

Job summary

Motorola Solutions Video Security & Access Control division seeks a Hybrid Technical Support Engineer to support Cloud Video & Access Control platforms. You will report to a Technical Support Manager and resolve critical customer issues with a customer-oriented, methodical troubleshooting approach.

The role requires strong English communication, the ability to work under pressure, and ongoing learning to maintain deep product knowledge across evolving platforms.

Qualifications

• Fluency in English (written and oral) with excellent communication skills.
• Ability to manage pressure and customer expectations while troubleshooting critical issues.
• Working knowledge of TCP/IP networking concepts, operating systems, software and hardware installation/troubleshooting.
• Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues.
• Experience with CRM systems.
• Experience in Video Security, Access Control, Cloud Software, or enterprise hardware support.

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 across a rapidly 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.

Skills

TCP/IP networking

Customer support

CRM systems

Problem solving

Cloud software knowledge

Education

Relevant Degree/Diploma (e.g., Computer Science)

Job description

• 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


• 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 across 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

Benefits

• Flexible work models


• Paid time off


• Paid parental and family leave


• Health care benefits


• Global wellness resources


• Employee assistance programs


• Rotation programs


• Mentor relationships


• Learning and development opportunities


• Retirement benefits


• Employee bonuses


• Stock grants & employee stock purchase plans

Self-starter who can work independently and is dedicated to continuous technical learningFluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customersAbility to manage pressure and customer expectations while troubleshooting critical issuesWorking knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshootingStrong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data)Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.)Experience with CRM systemsExperience in Video Security, Access Control, Cloud Software, or enterprise hardware supportSome relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware support