Technical Support Specialist

**Company Overview**:
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

**Présentation de l'entreprise**

Chez Motorola Solutions, nous croyons que tout commence par la sécurité. C'est la constante qui permet aux gens d'avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s'occuper d'un patient ou d'obtenir son diplôme.

En tant que leader mondial de la sécurité publique et de la sécurité des entreprises, nous créons et connectons les technologies qui aident à assurer la sécurité des personnes là où elles vivent, apprennent, travaillent et se divertissent. Notre écosystème technologique intégré unifie les communications critiques, la sécurité vidéo et le contrôle d'accès, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle ère en matière de sécurité publique. Apportez votre passion, votre potentiel et vos talents à une carrière qui compte.

**Department Overview**: Avigilon Alta Video is a global technology company part of the Motorola Solutions family with offices in the USA, Canada, UK, and Norway. We exist because we believe that we can create a better, smarter way to deliver security.

We inject intelligence into our approach to security and all our solutions. We help organizations see, understand, and act on their surroundings to protect their people, business, and reputation in real time.

We know that the best way to meet our goals is with a diverse team, where everyone's voice is heard. We're proud that our company comprises 24 nationalities, and we're always looking to increase the variety of ideas and points of view at Avigilon Alta Video.

We are looking for an experienced remote technical support team member as a member of our phone and web portal support team based in Vancouver.
**The Technical Support Specialist will provide superior technical support to clients, allowing them to effectively use our leading-edge cloud-managed technology for video security. Resolve clients' software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to Level 2 support.
- Technical Support Duties would include:

- Escalate unresolved issues in a timely manner after collaborating with fellow team members.
- Participate in internal training sessions with upper tiers of Support while utilizing the test lab and beta environment
- Documentation, Collaboration, Coordination, and Training:

- Provide internal technical support assistance through Slack and/or Google Meet.
- Collaborate with other technical support members and provide information to others by utilizing internal Wiki pages and published FAQ’s.
- Create, edit, and submit internal knowledge base pieces to assist other team members in the future
- Software Testing and Test lab Activities:

- Reproduce and resolve customer issues with software and or hardware.
- Frequently test hardware and software by utilizing the beta release environment.

Qualifications:

- Provide world-class technical support with a professional customer-focused attitude
- Effective communication, both written and verbal, with exceptional interpersonal skills
- Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering customer issues
- Ability to collaborate with other team members for resolution and identify cases that need require escalation
- General understanding of Windows Server 2012-2019, Windows 7/8/10, and Active Directory
- General understanding of computer hardware and IP networking
- Well-organized with the ability to multi-task and work with mínimal supervision

**Basic Requirements**:

- High School diploma or College degree in Administration, Computer Science, IT or Technology

**Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced
***Referral Payment Plan**: No
**_
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