Technical Support Analyst

**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.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

**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.
**Reporting to a Technical Support Team Lead or Manager, Technical Support Analyst ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role is 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 part of a fast paced challenging environment, this opportunity is for YOU**

**About the Position**

**What will you get to do**
- Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks.
- Learn and maintain a strong understanding of MSI Access Control products, including Access Control Manager, control panels and card readers.
- Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
- Think outside of the box and come up with creative solutions.
- 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.
- Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

**Education / Experience**
- 0-2 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- 4-5 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+.
- Prior contact center experience in a technical support environment is considered an asset.
- Experience working in environments using the KCS Methodology is considered an asset.

**Essential Skills**
- 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 mínimal 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.
- A familiarity with the Onvif profile or other video streaming services is considered an asset.
- Basic electronic circuitry knowledge
- A familiarity with the Access control hardware is considered an asset

**Responsibilities may also include**
- Occasional weekend on-call rotation (Friday to Sunday).
- Flexible working hours and shifts.

**Basic Requiremen