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    Technical Support Specialist - Sydney, Australia - Motorola Solutions

    Motorola Solutions
    Motorola Solutions Sydney, Australia

    6 days ago

    Default job background
    Full time
    Description

    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, 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
  • 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

    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
  • Demonstrates 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

    • Inclusion and Diversity

    Motorola Solutions embraces a diverse pool of candidates in its recruitment activities. We consider all qualified applicants and do not discriminate based on age, gender identity, biological sex, sexual orientation, intersex status, race, national or ethnic origin, religion, disabilities or health conditions, marital or family status and other areas of potential difference.


    Travel Requirements

    Under 25%


    Relocation Provided

    None


    Position Type

    Experienced

    Referral Payment Plan

    Yes

    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

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