Job Description
Overview:
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:
1. Proactively collaborate with cross-functional stakeholders to uncover and solve users’ problems.
2. Communicates to product leads and engineers to bring forth use cases on product and process improvements.
3. Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds.
4. Actively work with engineering teams to drive resolution of defects and product improvements.
5. Influence troubleshooting best practices to all technical stakeholders.
6. Act as KCS Champion and assist with creating new content and maintenance of existing inventory.
7. Lead with empathy, take complete ownership and show urgency when resolving technical issues.
8. Concisely document software, hardware, and network information in a case management system.
9. Provide an exceptional customer experience during calls, emails, chats, and escalations.
10. Prioritize between tasks such as; mentoring the customer support team, attending escalations with customers, collaborating with engineering & development, and leading improvement projects
11. Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.
12. Use your extensive MSI products and processes knowledge and mentor your fellow colleagues to help with upskilling.
Basic Requirements
Education / Experience:
13. 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.
14. Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ will be beneficial.
15. Experience with Database clusters utilizing Postgres will be advantageous.
16. Experience working in environments using the KCS Methodology.
17. Management experience will be beneficial.
18. Internal MSI experience is definitely preferred:
Expert understanding of Avigilon Unity Video Survelillance and Access Control products.
Strong level of knowledge of integrations and networking.
Experience in creating and running scripts via powershell or similar technologies.
19. 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:
20. Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.
21. Develop a strong understanding of Motorola Solutions Video and/or Access Control products
22. 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. English proficiency is a necessity
23. Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
24. Mastery of using the OSI Model to troubleshoot network issues
25. 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
26. 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.
27. Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.
Technical Proficiencies:
28. IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
29. Installing, configuring, and troubleshooting various operating systems, software, and hardware.
30. Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools. Able to access and Navigate Dell IDRAC and HP ILO OSs.
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:
31. Competitive salary and bonus schemes.
32. Two weeks additional pay per year (holiday bonus).
33. 25 days holiday entitlement + bank holidays.
34. Attractive defined contribution pension scheme.
35. Employee stock purchase plan.
36. Flexible working options.
37. Private medical care.
38. Life assurance.
39. Enhanced maternity and paternity pay.
40. Career development support and wide ranging learning opportunities.
41. Employee health and wellbeing support EAP, wellbeing guidance etc.
42. Carbon neutral initiatives/goals.
43. Corporate social responsibility initiatives including support for volunteering days.
44. Well known companies discount scheme.
#LI-AR1
Travel Requirements
Under 10%
Relocation Provided
Domestic
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.