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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Technical Support Department works to ensure that products are aligned with customer needs and operational.

Technical Support Department that operates 24-7-365 with a team of 15 Technical Support Specialists. The ideal candidate will be detail oriented and must be a self-starter who is comfortable working in an entrepreneurial, fast-paced environment with flexible working hours and days of the week. You will be providing telephone and remote access technical support to end users to address issues or questions that pertain to the company’s proprietary License Plate Recognition software and hardware systems. This person will be primarily focused on providing hardware/software troubleshooting, configuration, break-fix, training, and RMA’s while tracking all actions via the internal ticketing system. Extensive knowledge of operating and network configuration in Windows 10 Pro /8 Pro/7 Pro /XP is critical to the success of this position.

Job Description

Technical Support Engineering – Provides engineering support to customers, customer support personnel and field support staff on systems and product issues. Works with customer and company personnel to define technical problem, determine the solution and assist customer in implementing the fix. Provides technical feedback to engineering concerning product changes/enhancements. May be called on-site to assist in complex technical solutions requiring changes to core functionality, code, and systems operation. Creates tests, tools, and diagnostic procedures for use by support personnel. May quality check technical product documentation. Incumbents typically have a university in an engineering specialty or hands on experience. Provide excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and equipment such as laptops, servers, DSP’s, and cameras.

Duties and Responsibilities:

• Systems Support, Installation & Servicing
• Phone Support during regular business hours and on-call availability during off hours
• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.
• Be the main point of contact for all of valiant product base providing tech support
• Respond to and resolve all client’s concerns.
• Ensure timely and accurate set up of all systems.
• Test systems to ensure they are working correctly.
• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.
• Meet deployment timelines and give accurate assessments of completion dates for installations while onsite.
• Communicate issues found in the field effectively with thorough descriptions for development debugging.
• Maintain a log of customer interactions for future learning

Customer Training

• Train customers on use of systems including software, hardware and installation.
• Train customers on basic preventative maintenance.
• Help with the creation of training material.

Required Qualifications:

• Must be a motivated self-starter with a drive to learn
• Proven effective at working from home with little to no supervision
• Networking, Technical Support & troubleshooting experience crucial.
• IT Help desk or Technical Support background
• Detail oriented, highly organized and self-sufficient.
• Must be able to effectively communicate in English, both written and spoken.
• Have well-developed interpersonal communication skills and able to effectively use judgment and initiative in resolving problems and providing information.
• Ability to travel as needed
• Reliable transportation and a clean driving record
• Have experience developing and enhancing strong client relationships
• Willing to work off hours and on-call

Other Desired Skills:

• IT-level experience in troubleshooting application usage on the following platforms a must
• Microsoft Windows Desktop and Windows server Operating Systems
• Microsoft SQL Server 2008/2012
• Linux
• MySQL
• Ability to thrive in a fast-changing environment
• Ability to effectively accomplish routine assignments independently
• Ability to multitask and maintain standard work responsibilities with frequently changing priorities simultaneously
• Ability to set reasonable timelines and meet preset deadlines
• Ability to demonstrate assertiveness and confidence in products in the face of a customer
• Better than basic understanding of network protocols, firewalls, wireless networks, and network setup
• Basic understanding of relational database systems.

Basic Requirements

• High School Degree, GED, or equivalent
• 5+ years of customer service or related experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

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