Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters. Pr\xc3\xa9sentation de l\'entreprise Chez Motorola Solutions, nous croyons que tout commence par la s\xc3\xa9curit\xc3\xa9. C\'est la constante qui permet aux gens d\'avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s\'occuper d\'un patient ou d\'obtenir son dipl\xc3\xb4me.

En tant que leader mondial de la s\xc3\xa9curit\xc3\xa9 publique et de la s\xc3\xa9curit\xc3\xa9 des entreprises, nous cr\xc3\xa9ons et connectons les technologies qui aident \xc3\xa0 assurer la s\xc3\xa9curit\xc3\xa9 des personnes l\xc3\xa0 o\xc3\xb9 elles vivent, apprennent, travaillent et se divertissent. Notre \xc3\xa9cosyst\xc3\xa8me technologique int\xc3\xa9gr\xc3\xa9 unifie les communications critiques, la s\xc3\xa9curit\xc3\xa9 vid\xc3\xa9o et le contr\xc3\xb4le d\'acc\xc3\xa8s, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle \xc3\xa8re en mati\xc3\xa8re de s\xc3\xa9curit\xc3\xa9 publique. Apportez votre passion, votre potentiel et vos talents \xc3\xa0 une carri\xc3\xa8re qui compte.

Department Overview

Department Description
Avigilon Alta Video is a global technology company with offices in the USA, Canada, UK, and Norway. We exist because we believe that we can create a better, smarter way to deliver security.

We inject intelligence into our approach to security and all our solutions. We help organizations see, understand, and act on their surroundings to protect their people, business, and reputation in real time.

We know that the best way to meet our goals is with a diverse team, where everyone\'s voice is heard. We\'re proud that our company comprises 24 nationalities, and we\'re always looking to increase the variety of ideas and points of view at Avigilon Alta Video.

We are looking for an experienced remote technical support team member as a member of our phone and web portal support team based in Vancouver.

The Technical Support Specialist will provide superior technical support to clients, allowing them to effectively use our leading-edge cloud-managed technology for video security. Resolve clients\' software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to Level 2 support.

• Technical Support Duties would include:
  • Handle incoming calls, make outbound calls to customers, and respond to support requests via email.
  • Thoroughly document step-by-step troubleshooting done in support cases after each call or email.
  • Escalate unresolved issues in a timely manner after collaborating with fellow team members.
  • Participate in internal training sessions with upper tiers of Support while utilizing the test lab and beta environment
• 
  Documentation, Collaboration, Coordination, and Training:
  • Provide internal technical support assistance through Slack and/or Google Meet.
  • Collaborate with other technical support members and provide information to others by utilizing internal Wiki pages and published FAQ\xe2\x80\x99s.
  • Create, edit, and submit internal knowledge base pieces to assist other team members in the future
• 
  Software Testing and Test lab Activities:
  • Reproduce and resolve customer issues with software and or hardware.
  • Frequently test hardware and software by utilizing the beta release environment.

Qualifications:

• Ability to provide world-class technical support with a professional customer-focused attitude
• Effective communication, both written and verbal, with exceptional interpersonal skills
• Demonstrated a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering customer issues
• 1 year of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment
• Ability to collaborate with other team members for resolution and identify cases that need require escalation
• General understanding of Windows Server 2012-2019, Windows 7/8/10, and Active Directory
• General understanding of computer hardware and IP networking
• Well-organized with the ability to multi-task and work with minimal supervision

Basic Requirements

• 1 year of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment
• Understanding of Windows Server, Windows, and Active Directory

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No
EEO Statement Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d\xe2\x80\x99\xc3\xa9quit\xc3\xa9 en mati\xc3\xa8re d\xe2\x80\x99emploi. Nous accueillons favorablement la diversit\xc3\xa9 au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicap\xc3\xa9s.