Technical Support Specialist Avigilon Alta Video

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. 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/Avigilon Alta we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solutions Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. 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

Reporting to the Manager or Team Lead the Technical Support Specialist provides exceptional service and technical expertise to help clients maximize our cloud-managed video security technology. This hybrid role focuses on diagnosing hardware software and networking issues while contributing to a collaborative knowledge-sharing environment.

Key Responsibilities & Qualifications:

• Multi-Channel Support: Manage and resolve inbound inquiries via phone chat email and partner portals ensuring a high-quality experience through outbound follow-ups as needed.

• Technical Troubleshooting: Diagnose and resolve complex issues involving VMS IP cameras and networking (TCP/IP DNS VLANs Firewalls) using diagnostic tools and log analysis.

• Detailed Documentation: Maintain thorough step-by-step records of troubleshooting efforts within the CRM and contribute to the Knowledge Centered Services (KCS) database by creating and updating KB articles.

• Collaborative Escalation: Work closely with Senior Support and Development teams to reproduce customer issues in a lab environment and escalate unresolved bugs in a timely manner.

• Internal Partnership: Act as a technical resource for internal stakeholdersincluding Sales Product and Leadershipvia Slack and Google Meet to support various business needs.

• Continuous Learning: Participate in ongoing training and software testing within beta environments to stay current on cloud-managed video security trends and Windows/Networking fundamentals.

• Professional Expertise: An organized professional with a degree in IT or Computer Science (or equivalent experience) and a solid grasp of networking; CompTIA A CCNA or prior VMS experience is highly valued.

Target Base Salary Range:$48000 - $52900

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 2 years Technical Support/Customer Service/Helpdesk experience.
• High School diploma.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were 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 complete thisReasonable Accommodations Formso we can assist you.