Technical Support Escalations Lead

2 weeks ago

Sydney, New South Wales, Australia Motorola Solutions Full time
Job Summary:

We are seeking a highly skilled Technical Support Escalations Lead to join our team at Motorola Solutions. As a Technical Support Escalations Lead, you will be responsible for providing technical guidance and support to our team, collaborating with stakeholders, and promoting the Knowledge-Centered Service (KCS) methodology.

Key Responsibilities:
  • Provide technical guidance and support to the team on complex issues.
  • Collaborate with team members to prioritize and address critical cases.
  • Oversee the escalation process and prioritize cases accordingly.
  • 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.
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, CompTIA A+.
  • Experience working in environments using the KCS methodology.
  • Prior relevant experience in the video security and access control industry.
  • Internal experience with MSI products and strong knowledge of Avigilon Unity products.
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.
  • Well-developed interpersonal communication skills with the ability to document and explain complex technical problems and solutions.
  • Ability to work independently and collaboratively 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.
About Motorola Solutions:

Motorola Solutions is an Equal Opportunity Employer. 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.

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