Technical Support Escalations Team Lead

2 weeks ago

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

We are seeking a highly skilled Technical Support Escalations Lead to join our team at Motorola Solutions.

This is an experienced position, requiring 3-5 years of relevant experience in an IT environment or 7 years of relevant experience with additional vocational or technical education.

Key Responsibilities:
  • Serve as the primary technical resource for the team, providing guidance and support on complex issues.
  • Collaborate with team members to prioritize and address critical cases.
  • Oversee the escalation process for complex or urgent issues requiring immediate attention and prioritize them accordingly.
  • Maintain clear communication with stakeholders regarding the status of escalated cases.
  • Conduct regular quality assurance audits on team cases to ensure adherence to standard and identify areas for technical and communication 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.
Requirements:
  • A Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering or a relevant software/computer related field (or equivalent experience).
  • Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, 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 definitely preferred. Expert understanding of Avigilon Unity products. Strong level of knowledge of integrations and networking. Experience in creating and running scripts via PowerShell or similar technologies.
Benefits:
  • A competitive salary: $85,000/year.
  • A comprehensive benefits package.
  • The opportunity to work with a leading company in the video security and access control industry.
  • The chance to develop your skills and advance your career in a dynamic and supportive environment.
About Us:

Motorola Solutions is an Equal Opportunity Employer. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. 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.

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