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, ensuring timely resolution of complex issues. Your primary focus will be on 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 the status of escalated cases
  • Conduct regular 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 development and execution of 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 using the OSI model to troubleshoot network issues
  • Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution
  • Develop a strong understanding of Motorola Solutions Video and Access Control products
  • Strong problem-solving, organizational, and analytical skills with the ability to resolve customer issues efficiently
  • Well-developed interpersonal communication skills with the ability to document and explain complex technical problems and solutions
  • Ability to work under pressure, multitask, and prioritize based on business needs
  • A self-starter who can work independently and collaborate effectively with team members
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

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