Technical Support Specialist - Ware, UK

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

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

This is a hybrid role, split working from our Ware (Stanstead Abbotts) offices and homeworking (few days a week).

Reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be a part of a fast paced challenging environment, this opportunity is for YOU!

Responsibilities:

• Learn and maintain a strong understanding of Motorola Solutions software and products with a
• primary focus on Speciality Cameras
• Troubleshoot Motorola Solutions hardware and software products 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' pace of innovation

Basic Requirements

• Exceptional skills in problem solving & time management
• Able 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 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, software, and hardware
• A familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is considered an asset.

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
• Bachelor's Degree/Diploma with technical background
• Certifications such as, but not limited to: CCNA, MCSA, CompTIA A+
• Minimum of 1 year experience working with a CRM platform
• 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!

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-DJ1

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.

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 email ohr@motorolasolutions.com.