Technical Support Specialist

Motorola Solutions; Uxbridge; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Motorola Solutions UK Limited is hiring a Hybrid Technical Support Engineer to join the Video Security & Access Control division. You will troubleshoot complex hardware and software issues via phone, live-chat, and email, leveraging remote sessions and diagnostic tools.

Reporting to a Technical Support Manager, you’ll maintain product knowledge, document case details, and balance priorities across incoming and existing tickets, with occasional after-hours or weekend support and a 10–25% travel

Qualifications

• Degree or relevant certification in computer science or IT.
• Good understanding of basic logs and network data.
• CRM systems experience is a plus.

Responsibilities

• Troubleshoot and resolve hardware and software issues via phone, live-chat, and email.
• Maintain deep product knowledge across a rapidly evolving platform.
• Document customer and technical information in a case management system.
• Prioritize tasks to manage incoming contacts and existing cases.
• Occasionally provide after-hours/weekend support on call.
• Coordinate Tuesday-Saturday or Wednesday-Sunday shifts when needed.

Skills

Problem solving

English fluency

TCP/IP networking

Independent worker

Pressure management

Education

Degree/Certification in CS or IT

Tools

CRM systems

Job description

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 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.

Job Description

Key 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 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

Basic Requirements

Essential Skills & Requirements

• Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data).
• Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers.
• Working knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshooting.
• Self-starter who can work independently and is dedicated to continuous technical learning.
• Ability to manage pressure and customer expectations while troubleshooting critical issues.

Nice To Haves

• Experience in Video Security, Access Control, Cloud Software, or enterprise hardware support.
• Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.).
• Experience with CRM systems.

Preferable

• 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

Travel Requirements: 10-25%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

Company

Motorola Solutions UK Limited

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.