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Technical Support Engineer - US Remote

Avigilon Corporation

Avigilon Corporation

IT, Customer Service
Remote · Springfield, IL, USA
Posted on Friday, January 19, 2024

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

This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.


Job Description

The Technical Support Engineer reports to the Support Manager and will be focused on supporting internal and external stakeholders such as; the frontline support team, Sales, Product and Engineering as well as our partners and customers of the Video Security and Access Control product portfolio. This is a multi-faceted role and the ideal candidate will be one of the most tenured Support individuals within the team responsible for delivering outstanding outcomes. The person in this role will be responsible for making sure that escalations (from frontline and to Engineering Escalation Team) are handled in the most effective and efficient manner. Also, part of the mandate will be to upskill our frontline agents through coaching/mentoring and by using Intelligent swarming techniques. Success in this role is defined by a strong team first mentality, a thorough systematic approach to troubleshooting, and the curiosity to identify and address opportunities within the Support organization.

About the Position

What will you get to do

  • Proactively collaborate with cross-functional stakeholders to uncover and solve users’ problems.

  • Communicates to product leads and engineers to bring forth use cases on product and process improvements.

  • Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds.

  • Influence troubleshooting best practices to all technical stakeholders.

  • Act as KCS Champion and assist with creating new content and maintenance of existing inventory.

  • Lead with empathy, take complete ownership and show urgency when resolving technical issues.

  • Concisely document software, hardware, and network information in a case management system.

  • Provide an exceptional customer experience during calls, emails, chats, and escalations.

  • Prioritize between tasks such as; mentoring the customer support team, attending escalations with customers, collaborating with engineering & development, and leading improvement projects

  • Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

  • Use your extensive MSI products and processes knowledge and mentor your fellow colleagues to help with upskilling.


Education / Experience

  • 4-5 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.

  • Internal MSI experience is definitely preferred

    • Expert understanding of Avigilon Unity products.

    • Strong level of knowledge of integrations and networking.

    • Experience in creating and running scripts via powershell of technologies.

  • Completion of the following course would be considered as asset

    • LIL6086:CCNA2: IP Connectivity and Services

    • LIL0858:CompTIA Security+:Governance, Risk, and Compliance

    • LIL6085: CCNA1: Network Fundamentals and Access

Essential Skills

  • Mastery of using the OSI Model to troubleshoot network issues

  • Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.

  • Develop a strong understanding of Motorola Solutions Video and/or 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 communication (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 & 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 detail.

  • Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

Technical Proficiencies

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

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

  • Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools. Able to access and Navigate Dell IDRAC and HP ILO OSs.

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE


Basic Requirements

  • 4-5 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 -OR- minimum 7 years of relevant experience, additional prior vocational or technical education.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


Travel Requirements

None


Relocation Provided

None


Position Type

Experienced


Referral Payment Plan

Yes

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!


EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.