Technical Support Escalations Lead

3 weeks ago

Sydney, New South Wales, Australia Motorola Solutions Full time
Job Description

As a Technical Support Escalations Lead at Motorola Solutions, you will be responsible for providing expert technical guidance and support to our team, focusing on complex issues and ensuring timely resolution. Your role will involve collaborating with team members to prioritize and address critical cases, overseeing the escalation process, and maintaining clear communication with stakeholders.

Key Responsibilities
  • Provide technical expertise and guidance to the team on complex issues
  • Collaborate with team members to prioritize and address critical cases
  • Oversee the escalation process for complex or urgent issues
  • Maintain clear communication with stakeholders regarding case status
  • Conduct quality assurance audits to ensure adherence to standards and identify areas for improvement
  • Promote the Knowledge-Centered Service (KCS) methodology within the team
  • Implement targeted training programs to address technical gaps
  • Organize ongoing training sessions to keep the team updated on new tools and technologies
  • Work closely with the Technical Support Manager on strategic plans and initiatives
Requirements
  • 3-5 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
  • Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
  • Experience working in environments using the KCS methodology
  • Prior relevant experience in the video security and access control industry
  • Internal MSI experience is preferred, with a strong level of knowledge of Avigilon Unity products, integrations, and networking
Essential Skills
  • Mastery of the OSI model for troubleshooting network issues
  • Demonstrated understanding of troubleshooting logic and steps to resolution
  • Strong problem-solving, organizational, and analytical skills
  • Well-developed interpersonal communication skills
  • Ability to work under pressure, multitask, and prioritize based on business needs
  • Self-starter with a team-first mindset and a proven track record of changing people's behavior through coaching and mentoring
Technical Proficiencies
  • IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting
  • Installing, configuring, and troubleshooting multiple operating systems, software, and hardware
  • Advanced working knowledge of MSI VS&A products
Additional Responsibilities
  • Flexible working hours and shifts
Travel Requirements

No travel requirements

Relocation Provided

No relocation provided

Position Type

Experienced

Referral Payment Plan

No referral payment plan

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

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