Video Surveillance Support Specialist

Motorola Solutions; Malaysia; On-site; MYR 78,000 - 123,000; Full time

Job summary

Motorola Solutions is seeking a Technical Support Specialist in Malaysia to ensure critical customer issues are resolved or escalated efficiently. The role requires a strong customer-first mindset, systematic troubleshooting across hardware, software, and networks, and a proactive approach to learning new technologies.

You will learn Silent Sentinel products, troubleshoot via phone, chat, and remote sessions, document details in case management, and collaborate with regional/global teams to

Qualifications

• 2+ years of technical support experience in video surveillance, access control, telecom, cloud software, enterprise hardware, or IT service desks.
• Technical Degree preferred, along with certifications like CCNA, MCSA, or CompTIA A+.
• Experience with Linux operating systems, CRM platforms (1+ years), and Knowledge-Centered Service (KCS) methodology.
• Practical experience applying technical concepts to install, configure, and troubleshoot hardware and software environments.
• Familiarity with video surveillance cameras, ONVIF protocol, or video streaming services.
• Exceptional ability to troubleshoot critical issues, prioritize tasks, and manage complex situations.
• Fluent in English with the ability to explain complex technical concepts to customers of all skill levels clearly and personably.
• A proactive self-starter who works well independently with minimal supervision and collaborates effectively within a team.
• Skilled at managing customer expectations and providing timely updates to all stakeholders.
• An agile, detail-oriented learner who adapts quickly to new challenges.

Responsibilities

• Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on Silent Sentinel products.
• Troubleshoot Motorola Solutions hardware, software and systems over the phone, chat and remotely.
• Concisely document software, hardware, and network information in a case management system.
• Provide an exceptional customer experience during calls, emails, chat, and customer escalations.
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests, repairs.
• Collaborate with the regional and global support teams to provide high quality and effective customer experience.
• Be available to work on call for after hours and weekend emergency support.
• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation.

Skills

Video surveillance knowledge

Customer service

Troubleshooting

English fluency

Education

Technical degree

Certifications (CCNA/MCSE/CompTIA A+)

Tools

Linux

CRM platforms

KCS methodology

ONVIF protocol

Job description

Motorola Solutions is seeking a Technical Support Specialist in Malaysia to ensure critical customer issues are resolved or escalated efficiently. The role requires a strong customer-first mindset, systematic troubleshooting across hardware, software, and networks, and a proactive approach to learning new technologies.

You will learn Silent Sentinel products, troubleshoot via phone, chat, and remote sessions, document details in case management, and collaborate with regional/global teams to