Technical Support Analyst

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus  importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. We’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. 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.

Job Description

Avigilon Alta is hiring a Technical Support Specialist who has experience installing and servicing access control systems at customer locations or acting in the role of Technical Support Specialist for an access control vendor or installer. This is a customer-facing role, responding to inbound technical support phone calls, emails, tickets, and live chats, both from our partners who are installing and supporting the Avigilon Alta Access solution, and the end customers who are using our solution.

The ideal candidate will be familiar with legacy access control systems and their installation/support. Ideally, the candidate will have experience working in a similar role at an access control manufacturer, or a systems integrator installing access control solutions, or supporting the installation of access control.

What You Will Do :

• Respond in a timely and professional manner to all inbound (phone, email, chat, Whatsapp/SMS) support tickets as well as requests from the web Partner Portal/Support Community

• Help ensure our installation partners can successfully install and service our systems at customer locations with over-the-phone/web support

• Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case

• Manage tickets via our ticketing system

• Escalate unresolved issues in a timely manner after collaborating with fellow team members

• Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing info to clients for their reference

• Be intimately familiar with all technical aspects of the Avigilon Alta Access and Video platform (hardware, cloud software, mobile applications, key cards, cameras, APIs etc)

• Understand and be able to support basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third-party software that integrate with Avigilon Alta Access)

• Shift may include nights and/or weekends (PST)

Preferred Qualifications:

• Access Control (EAC) and Video experience desired

• Good understanding of Windows and/or Mac OS environments

• Basic knowledge of commands via Linux/SSH

• Basic understanding of Slack/Google Apps/Salesforce, etc.

• Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team

• General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems

• College Degree in Engineering, Computer Science or related IT fields

• CompTIA A+/CCNA/Networking or PC Tech-related certificates are considered assets

• Prior support/troubleshooting experience with Access Control/VMS/IP Cameras is considered an asset

• Candidate should be able to effectively communicate in English (both written and verbal)

This position is a remote position and candidates can be located anywhere in Canada. Due to the working schedule, it is preferred that candidates reside in or close to the Pacific Time zone.

Working Shift may include nights and/or weekends (PST), depending on business needs.

Salary Range: $43,000 - $53,000 CAD per year.

#LI-TW1

#LI-REMOTE

Basic Requirements

• 1+ years of Technical Support experience.

• 1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

• HS Diploma or equivalent.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à ohr@motorolasolutions.com.

Apply