Technical Support Escalations Lead

3 weeks ago

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

Motorola Solutions is seeking a highly skilled Technical Support Escalations Lead to join our team. As a key member of our technical support team, you will be responsible for providing expert technical guidance and support to our customers.

Key Responsibilities
  • Provide technical expertise and guidance to customers 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
  • 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
  • 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
  • Expert understanding 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
  • Well-developed interpersonal communication skills
  • Ability to keep calm under pressure and multitask
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

Motorola Solutions is an Equal Opportunity Employer. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation, please email us.

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