Technical Support Specialist

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description

Overview:

Reporting to a Technical Support Team Lead, 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.

Responsibilities:

• Maintain a strong understanding of Motorola Solutions software and products, including cameras, servers, access control and networks.

• Troubleshoot Motorola Solutions hardware and software products over the phone, chat and through remote sessions.

• 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.

• Collaborate with the regional and global support teams to provide high quality and effective customer experience.

• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation.

Basic Requirements

Requirements:

• Availability to work on call for after hours and weekend emergency support

• Exceptional skills in problem solving & time management

• Ability to provide timely updates and manage customer expectations

• Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision

• Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A continuous learning mindset to digest the technical details of an ever evolving product line

• Agile, resourceful learner with strong attention to detail

Candidates must be able to display a working knowledge with:

• Applying technical concepts to troubleshooting procedures

• Installing, configuring, and troubleshooting various operating systems, software, and hardware

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

Preference will be given to candidates with the following skills and experience:

• 2+ years of customer support experience in specific technical support environments: video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk

• Degree/Diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science or equivalent

• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+

• A familiarity with the Onvif profile or other video streaming services

• Multi language proficiency

• Experience working in environments using the KCS Methodology

We believe that diversity spawns innovation – the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector. If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting you!

You’re not expected to have all of the following skills, but they will be useful in performing your job.

Our typical tech stack is C#.NET backend and ReactJS / TypeScript frontend. You aren’t expected to be fully experienced in these, but will be expected to quickly learn these.

We are looking for someone who

• Has experience as a Software Developer or significant experience as a Junior Software Developer
• Has experience building front end systems in ReactJS and Typescript (or similar technologies and is willing to learn)
• Has experience building backend systems in C# .NET, ASP.NET in modern versions of .NET
• Is passionate about writing high-quality code
• Can demonstrate good technical ability
• Understands modern software development practices and principles, such as SOLID
• Understands modern development workflows, including agile process, Git repositories, pull requests

Core Competencies: 

• 3+ years of hands-on full-stack software development using C# and ReactJS/Typescript (or comparable frontend frameworks).
• Solid understanding of OOP, design patterns and software engineering principles.
• Experience writing and maintaining meaningful automated tests.
• Strong verbal and written communication and collaboration skills.

Academic and Technical Qualifications: 

• You must either have NPPV3 clearance, or be willing to be cleared to this standard, which will involve background checks of you and potentially your family
• A formal qualification (Degree) in Computing Science or equivalent experience

Preferred skills and qualifications:

• UK Police Control Room experience / knowledge

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.

• Two weeks additional pay per year (holiday bonus).

• 25 days holiday entitlement + bank holidays.

• Attractive defined contribution pension scheme.

• Employee stock purchase plan.

• Flexible working options.

• Private medical care.

• Life assurance. 

• Enhanced maternity and paternity pay.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP, wellbeing guidance etc.

• Carbon neutral initiatives/goals.

• Corporate social responsibility initiatives including support for volunteering days.

• Well known companies discount scheme.

#LI-AR1

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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.