Job Description Serve as the primary technical resource for the team , providing guidance and support on complex issues.Collaborate with team members to prioritize and address critical cases.Oversee the escalation process for complex or urgent issues requiring immediate attention and prioritize them accordingly.Maintain clear communication with stakeholders regarding the status of escalated cases.Conduct regular quality assurance audits on team cases to ensure adherence to standard and identify areas for technical and communication improvement.
Promote the Knowledge-Centered Service (KCS) methodology within the team.Implement targeted training programs to address technical gaps.Organize ongoing training sessions to keep the team updated on new tools and technologies.
Work closely with the Technical Support Manager on development and execution of strategic plans and initiatives tied to the technical performance of the team.
Basic RequirementsEducation and experience 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering or a relevant software/computer related field is considered an asset OR minimum 7 years of relevant experience, additional prior vocational or technical education will be considered an asset.Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+Experience working in environments using the KCS methodology.
Prior relevant experience in the video security and access control industry.Internal MSI experience is definitely preferredExpert understanding of Avigilon Unity products.Strong level of knowledge of integrations and networking.Experience in creating and running scripts via powershell of technologies.Essential skillsMastery of using the OSI model to troubleshoot network issuesDemonstrate and articulate a strong understanding of troubleshooting logic and steps to resolutionDevelop a strong understanding of Motorola Solutions Video and Access Control products.
Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
Well developed interpersonal communications (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues and maintaining effective communication with all stakeholders.
A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.
Agile resourceful learner with strong attention to detailDemonstrate a continuous learning mindset to absorb the technical details of an ever-evolving product line.
Team first mindset with a proven track record of changing people's behavior through coaching and mentoring.
Technical Proficiencies IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting.Installing, configuring and troubleshooting multiple various operating systems, software and hardware.
Advanced working knowledge of MSI VS&A products.
Responsibilities may also include:Flexible working hours and shiftsTravel RequirementsNoneRelocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNoEEO StatementMotorola 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.
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