Technical Support Engineer

Motorola Solutions values your privacy . Proactively collaborate with cross-functional stakeholders to uncover and solve users' problems. Communicates to product leads and engineers to bring forth use cases on product and process improvements. Identify and flag instances of product defect and issue trends, while solutioning for temporary workarounds. Actively work with engineering teams to drive resolution of defects and product improvements. Influence troubleshooting best practices to all technical stakeholders. Act as KCS Champion and assist with creating new content and maintenance of existing inventory. 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. Provide an exceptional customer experience during calls, emails, chats, and escalations. Prioritize between tasks such as; mentoring the customer support team, attending escalations with customers, collaborating with engineering & development, and leading improvement projects Continuously learn new skills, technologies & products, keeping up with MSI's pace of innovation. Use your extensive MSI products and processes knowledge and mentor your fellow colleagues to help with upskilling. Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ will be beneficial. Experience with Database clusters utilizing Postgres will be advantageous. Experience working in environments using the KCS Methodology. Management experience will be beneficial.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. - 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. Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution. Develop a strong understanding of Motorola Solutions Video and/or Access Control products 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 Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality. Mastery of using the OSI Model to troubleshoot network issues 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 minimal 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.