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.
Department Overview Motorola Solutions is a global leader in mission-critical
communications and analytics. Our technology platforms in mission-critical
communications, command center software and video security & analytics, make
cities safer as well as help communities and businesses thrive. At Motorola
Solutions, we are ushering in a new era in public safety and security.
Motorola Solution’s Video Division is defining the future of the security
industry through innovative end-to-end-solutions and award-winning AI based
surveillance systems. Artificial Intelligence is transforming the world and
our team is advancing the field as it applies to the surveillance industry. We
are proud to be industry leaders in video analytics with products like
Appearance Search and Unusual Motion Detection along with our cloud service
platform. Our video solutions have been installed in more than ‎120 countries
at thousands of customer sites, including school campuses, transportation
systems, healthcare centers, public venues, critical infrastructure, prisons,
factories, casinos, airports, financial institutions, government facilities,
and retailers.

At Motorola Solutions, you will find a culture of thought-leaders who are
passionate about creating exciting new solutions for security and
surveillance. We seek problem-solvers who are eager to rise to the challenges
of a continuously evolving technological industry, and those who want to make
an impact on the safety of people and businesses globally.
Job Description

Overview:
Motorola Solutions Video Security & Access Control division is hiring a
Technical Support Analyst for its industry leading, disruptive Cloud Video &
Access Control platforms. Reporting to a Technical Support Team Lead, the
Technical Support Analyst 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 cloud software and
products, including cameras, access control hardware, cloud software, mobile
applications, key cards, and networks.

Troubleshoot Motorola Solutions hardware and software products over phone,
chat, web 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 support

Continuously learns new skills, technologies & products; keeping up with
Motorola Solutions' pace of innovation

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 engineering
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

Basic understanding of Linux Commands to navigate system logs a plus.

Familiarity with legacy Access Control systems (Software & Hardware
installations)

Familiarity with basic wiring, peripheral door hardware, and integration (with
video management systems, wireless locks, and other third party software)

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

We believe that diversity spawns innovation – the more diverse our employees
are, the more ideas and talents we have to excel as a leader in the technology
sector. If you would like to be part of a dynamic team of people who are
ambitious, focused, and hardworking then we look forward to meeting you!
Travel Requirements ‎10-‎25%
Relocation Provided None
Position Type Experienced
Referral Payment Plan Yes
Company Motorola Solutions Egypt