Senior Technical Support Specialist

Motorola Solutions
Lisbon, Krakow
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Problem solving","Time management","Customer communication","Independent work","High-stress communication"]

Resolve critical customer issues for Avigilon Alta Video and Access products, providing senior-level support over phone and digitally while escalating complex cases to Dev/Escalations and Product/Engineering. Act as an Alta subject matter expert, investigate logs for root-cause analysis, and keep clients informed throughout. Collaborate via swarming, document technical details in a case system, and support knowledge-sharing through training and mentoring.

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Motorola Solutions
Motorola Solutions
1 month ago

Senior Technical Support Specialist

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 38 days agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Resolve critical customer issues for Avigilon Alta Video and Access products, providing senior-level support over phone and digitally while escalating complex cases to Dev/Escalations and Product/Engineering. Act as an Alta subject matter expert, investigate logs for root-cause analysis, and keep clients informed throughout. Collaborate via swarming, document technical details in a case system, and support knowledge-sharing through training and mentoring.
Location: Lisbon, Krakow
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Obtain and maintain advanced knowledge of Alta cloud products (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 via phone/digital escalation cases.
  • •Investigate escalated cases by analyzing logs for root-cause analysis, identifying bugs or functional expectation issues, and escalating to Product/Dev/Engineering while keeping the client informed.
  • •Collaborate with Technical Support through swarming and with Dev/Escalations through escalations; share knowledge through training, coaching, and mentoring.
  • •Document software, hardware, and network details in a case management system, prioritize between swarming tasks, case work, and escalations, and assist with departmental projects when needed.
Travel: Medium travel

Pay and Benefits

Perks:Paid LeavePensionHealth InsuranceLife Assurance

Key Requirements

  • •3+ years of support experience, and/or a bachelor’s degree in IT/Computer Science (or equivalent experience).
  • •Prior experience supporting cloud-based Access Control and Video products.
  • •Strong knowledge of IP networking (routers, firewalls, wireless, RTP, TCP/IP, UDP, IGMP, multicasting).
  • •Working knowledge of installing, configuring, and troubleshooting operating systems, software, and access control/video hardware.
  • •Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required; no employer work permit sponsorship.
Experience:3+ yearsCloud-based videoAccess controlTechnical support
Education:Bachelor's in IT/Computer Science
Skills:Problem solvingTime managementCustomer communicationIndependent workHigh-stress communication
Languages:English
Tech Stack:Avigilon AltaAccess ControlVMSLinuxIP networkingRoutersFirewallsWireless technologiesRTPTCP/IPUDPIGMPMulticastingCase management system

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
Glassdoor: 3.7
WebsiteLinkedIn