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Technical Support Specialist

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Motorola Solutions

Aug 27, 2024

  • Job
    Full-time
    Junior Level
  • Software Engineering
    IT & Cybersecurity
  • Vancouver
    Remote
  • Quick Apply

AI generated summary

  • You should have 1 year of tier 1 support experience, strong communication skills, a passion for tech, knowledge of Windows Server, computer hardware, and IP networking, plus great multitasking abilities.
  • You will handle customer calls and emails, document troubleshooting steps, escalate issues, collaborate with teammates, create knowledge base entries, and test software and hardware regularly.

Requirements

  • Ability to provide world-class technical support with a professional customer-focused attitude
  • Effective communication, both written and verbal, with exceptional interpersonal skills
  • Demonstrated a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering customer issues
  • 1 year of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment
  • Ability to collaborate with other team members for resolution and identify cases that require escalation
  • General understanding of Windows Server 2012-2019, Windows 7/8/10, and Active Directory
  • General understanding of computer hardware and IP networking
  • Well-organized with the ability to multi-task and work with minimal supervision
  • 1 year of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment

Responsibilities

  • Handle incoming calls, make outbound calls to customers, and respond to support requests via email.
  • Thoroughly document step-by-step troubleshooting done in support cases after each call or email.
  • Escalate unresolved issues in a timely manner after collaborating with fellow team members.
  • Participate in internal training sessions with upper tiers of Support while utilizing the test lab and beta environment.
  • Provide internal technical support assistance through Slack and/or Google Meet.
  • Collaborate with other technical support members and provide information to others by utilizing internal Wiki pages and published FAQ’s.
  • Create, edit, and submit internal knowledge base pieces to assist other team members in the future.
  • Reproduce and resolve customer issues with software and or hardware.
  • Frequently test hardware and software by utilizing the beta release environment.

FAQs

Is this position remote or in-person?

This position is remote, and candidates can be located anywhere in Canada.

What is the salary range for this position?

The salary range for this position is $50,000 - $55,000 CAD per year.

What kind of support will the Technical Support Specialist provide?

The Technical Support Specialist will provide superior technical support to clients, helping them use our cloud-managed technology for video security and resolving software or hardware issues.

What qualifications are required for this position?

Candidates should have at least 1 year of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

What kind of training will be provided?

The role includes participation in internal training sessions with upper tiers of support, utilizing the test lab and beta environment.

What are the primary duties of the Technical Support Specialist?

Primary duties include handling incoming calls and support requests, documenting troubleshooting steps, escalating unresolved issues, and providing internal technical support through collaboration.

Is there a requirement for travel in this position?

No, the travel requirement for this position is under 10%.

How does Motorola Solutions promote diversity and inclusion?

Motorola Solutions is committed to diversity, equity, and inclusion, encouraging applications from qualified individuals regardless of race, religion, sexual orientation, gender identity, or other protected characteristics.

Can I apply if I don’t meet all the preferred skills?

Yes, we encourage you to apply even if you don't meet all the preferred skills, and we'd love to hear why you think you'd be a great addition to our team.

How can I request accommodations during the hiring process?

To request accommodations, please email ohr@motorolasolutions.com.

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Motorola Solutions

A global leader in public safety & enterprise security, making communities safer & businesses stay productive & secure.

Manufacturing & Electronics
Industry
10,001+
Employees
2011
Founded Year

Mission & Purpose

Motorola Solutions is a global leader in public safety and enterprise security. Our solutions in land mobile radio communications, video security & access control and the command center, bolstered by managed & support services, create an integrated technology ecosystem to help make communities safer and businesses stay productive and secure. At Motorola Solutions, we’re ushering in a new era in public safety and security.