Technical Support Engineer

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.

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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 pioneers 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 pioneers 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
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 software and products, including cameras, servers, and networks.
* Troubleshoot Motorola Solutions hardware and software products over the phone, chat 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 emergency support
* Continuously learns new skills, technologies & products; keeping up with Motorola Solutions's pace of innovation

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Basic 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 well alone 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
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!

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Travel Requirements**
‎10-‎25%

Relocation Provided
None

Position Type
Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Egypt