Technical Support Escalations Lead
4 weeks ago
This role is responsible for providing advanced technical support and escalating complex issues to ensure timely resolution. The ideal candidate will possess strong analytical and problem-solving skills, with a solid understanding of network protocols and technologies.
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.
- Maintain clear communication with stakeholders regarding the status of escalated cases.
- Conduct regular quality assurance audits on team cases to ensure adherence to standards and identify areas for improvement.
- 3-5 years of relevant experience in an IT environment, preferably with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a 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.
- Mastery of the OSI model for troubleshooting 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 demonstrated ability to resolve customer issues efficiently.
$120,000 per annum, based on location and experience.
Benefits:- Flexible working hours and shifts.
- Relocation provided.
Motorola Solutions is a leading provider of public safety and enterprise technology solutions. We are committed to delivering innovative solutions that enable our customers to achieve their goals.
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