Service Delivery Technician - Fixed Video

Motorola Solutions; Charlotte (NC); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Paid Time Off

Job summary

Motorola Solutions in Charlotte, NC seeks a Service Delivery Technician to manage first-level customer support, perform remote troubleshooting, and escalate complex issues to senior staff. You will coordinate with the Service department to ensure high availability for customer end users.

Responsibilities include logging incidents, training end users, and assisting with device onboarding and camera configurations, ensuring timely updates and strong communication throughout the ticket lifecycle.

Qualifications

• 2+ years of desktop, software or applications support experience.
• Experience with Windows 7/8/10, Office 2013-2019, O365.
• Experience with antivirus/antimalware, AD and Exchange/O365, MDM.
• Knowledge of DHCP, DNS and VPN.
• Remote support experience including site/offsite or WFH staff.

Responsibilities

• Log and resolve first-level service issues through the internal ticketing system.
• Engage vendor support and escalate to senior personnel as needed.
• Provide light training and update How-To guides, FAQs and KB articles.
• Troubleshoot VMS-related software and perform remote repairs.
• Maintain regular written and verbal updates to end users and teams.
• Assist field resources with onboarding devices and configuring cameras.

Skills

Desktop support

Windows 7-10 support

Office 2013-2019 & O365

AD / Exchange / O365

MDM software

DHCP DNS VPN

Remote support

Network & server triage

Troubleshooting

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

The Fixed Video Deployment Team delivers video solutions to Public Safety and Enterprise customers across North America. We are committed to providing solutions that will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Vigilant LPR and Avigilon Video Systems.

Job Description

Under the general supervision of the Senior Systems Manager, the Service Delivery Technician serves as the primary point of contact for all customer-initiated support requests, including phone calls, emails, chat inquiries, and trouble tickets. This role is responsible for documenting and resolving first-level technical issues, performing remote troubleshooting, and escalating more complex, second-level issues to senior technical staff as needed. This position acts as a principal liaison between Customer end users and Motorola's Service department, ensuring timely and effective resolution of service-related issues. The primary objective of this role is to ensure a high level of Service availability for all Customer end users.

ESSENTIAL JOB FUNCTIONS

• Log and resolve first-level service issues through Motorola's internal ticketing system, tracking incidents from initial report to resolution. Engage vendor support and elevate to senior personnel as necessary to ensure timely resolution.
• Function as a light training resource for Customer end users and non-technical staff; responsible for suggesting updates and improvements to existing training materials such as How-To guides, FAQs, KB articles and other instructional content.
• Troubleshoot software and application issues related to the Customer's Avigilon Video Management System (VMS), performing remote repairs such as password resets, camera name adjustments, and image setting calibrations.
• Maintain regular communication with Customer end users through written and verbal updates to ensure satisfaction, clarify technical issues, and manage response and resolution times.
• Provide consistent status updates to the internal Service team, ensuring alignment on ticket progress, priorities, and any issues requiring immediate attention.
• Assist field resources with the onboarding of net-new and replacement devices, e.g., verifying VMS connectivity, configuring baseline device settings, and point-and-aiming cameras for optimal field of view (FOV) coverage.
• Escalate critical service issues as needed, ensuring ongoing communication with the Service team and Customer regarding high-priority incidents that exceed expected resolution times.
• Perform routine system health checks and visual inspections of cameras to ensure proper functionality and coverage. Conduct ad hoc reporting and asset audits as required to maintain an accurate inventory of VMS devices.
• Perform routine hardware and software diagnostics on field equipment (cameras, encoders, network switches, media converters, etc.), identifying and resolving issues related to connectivity, performance, and functionality.
• Assist with Customer end user account provisioning, including setting up user permissions and roles for viewing or managing video feeds, managing login credentials, and troubleshooting general access issues.
• Collaborate with cross-functional teams, including design engineers, field technicians, project managers and various technical groups to address complex issues and ensure smooth integration of video surveillance systems into larger IT infrastructures.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Attend standups, technical project engagements and other team meetings.
• Participate in training sessions surrounding new technologies, industry best practices and organizational compliance requirements.

KNOWLEDGE, SKILLS AND ABILITIES

• 2+ years of desktop, software or applications support experience
• Minimum of 1 year experience installing, supporting and maintaining the following:
  • Windows 7, 8 and 10; Office 2013, 2016, 2019, O365
  • Antivirus and antimalware management
  • Active Directory and Exchange or O365
  • Mobile Device Management (MDM) software
  • DHCP, DNS and VPN

• Basic network and server triage prior to escalation to senior personnel
• Extensive remote support experience to include satellite sites and offsite or WFH staff

Target Base Salary Range:$70,000 - $80,000 USD

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.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

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.