Motorola Solutions

9 hours ago

Senior Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Provide senior-level, white-glove technical support for Avigilon Alta video and access products, resolving complex customer issues by phone and digitally through escalation cases. Deep-dive logs to perform root-cause analysis, document findings in a case management system, and keep clients informed. Serve as an Alta subject matter expert, collaborate via swarming and escalations, help leadership share knowledge through coaching, and support departmental projects as needed.

Location: Lisbon, Krakow

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Obtain and maintain expert knowledge of Alta cloud-based video/access control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd-party integrations.
•Provide senior-level support for Alta hardware and software over the phone and digitally through escalation cases.
•Investigate escalated cases by analyzing logs for root cause and functional expectation issues, then escalate to Product/Dev/Engineering while keeping the client informed.
•Collaborate with Technical Support (via swarming) and Dev/Escalations teams (via escalations), and prioritize swarming, case management, and escalations effectively.
•Act as an Alta subject matter expert, document software/hardware/network details in the case management system, and contribute to departmental projects as required.

Travel: Low travel

Key Requirements

•3+ years of support experience, and/or a bachelor’s degree in IT/Computer Science (or equivalent experience).
•Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required; employer work permit sponsorship is not available.
•Exceptional problem-solving and time-management skills, with the ability to manage customer expectations toward logical resolution.
•Fluency in English (reads, writes, and speaks) and the ability to communicate complex technical issues to customers at all skill levels.
•Working knowledge of installing, configuring, and troubleshooting operating systems, software, and access control/video hardware; strong IP networking knowledge.

Experience:3+ yearsCloud securityVideo analyticsMission-critical communications

Education:Bachelor's in IT/Computer Science

Skills:Problem-solvingTime managementCustomer expectation managementCommunicationAttention to detail

Languages:English

Tech Stack:Avigilon AltaVideo/Access Control/VMSLinuxIP networkingRoutersFirewallsWireless technologiesRTPTCP/IPUDPIGMPMulticastingCase management systemKnowledge Centered SupportAgile

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Motorola Solutions

Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Motorola Solutions

9 hours ago

Senior Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Lisbon, Krakow

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Obtain and maintain expert knowledge of Alta cloud-based video/access control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd-party integrations.
•Provide senior-level support for Alta hardware and software over the phone and digitally through escalation cases.
•Investigate escalated cases by analyzing logs for root cause and functional expectation issues, then escalate to Product/Dev/Engineering while keeping the client informed.
•Collaborate with Technical Support (via swarming) and Dev/Escalations teams (via escalations), and prioritize swarming, case management, and escalations effectively.
•Act as an Alta subject matter expert, document software/hardware/network details in the case management system, and contribute to departmental projects as required.

Travel: Low travel

Key Requirements

•3+ years of support experience, and/or a bachelor’s degree in IT/Computer Science (or equivalent experience).
•Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required; employer work permit sponsorship is not available.
•Exceptional problem-solving and time-management skills, with the ability to manage customer expectations toward logical resolution.
•Fluency in English (reads, writes, and speaks) and the ability to communicate complex technical issues to customers at all skill levels.
•Working knowledge of installing, configuring, and troubleshooting operating systems, software, and access control/video hardware; strong IP networking knowledge.

Experience:3+ yearsCloud securityVideo analyticsMission-critical communications

Education:Bachelor's in IT/Computer Science

Skills:Problem-solvingTime managementCustomer expectation managementCommunicationAttention to detail

Languages:English

Tech Stack:Avigilon AltaVideo/Access Control/VMSLinuxIP networkingRoutersFirewallsWireless technologiesRTPTCP/IPUDPIGMPMulticastingCase management systemKnowledge Centered SupportAgile

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Motorola Solutions

Industry: Surveillance & Security Hardware

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Chicago, United States

Founded: 1928

Glassdoor: 3.7

Website LinkedIn