Technical Support Engineer

5 days ago

City of Edinburgh, United Kingdom Motorola Solutions Full time

**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.
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