Alta Technical Support Analyst (Hybrid)

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Aperçu de lentreprise

Chez Motorola Solutions nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations des écoles des hôpitaux des entreprises et finalement des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

At Motorola Solutions safety and security are at the heart of everything we do. We build and connect safety and security technologies in a never-ending pursuit to help keep people property and places safer. Connected our solutions enable the collaboration that is critical for a proactive approach to safety and security across communities schools hospitals and enterprises. Within the Avigilon Alta group our team provides critical technical expertise to help our partners succeed and deliver reliable physical security solutions.

Job Description

As a Technical Support Analyst for the Avigilon Alta suite you serve as a pivotal connection point between complex cloud-based security platforms and our installation this role you will analyze and resolve technical challenges spanning cloud software mobile applications and physical hardware wiring to help ensure our video and access control systems maintain optimal performance.

At Motorola Solutions everything starts with our people and we empower team members to bring their authentic selves to do their best work. You will join a collaborative technical team that values continuous learning proactive support and customer impact. Bachelors degree or equivalent practical experience.

Key Responsibilities:

Omnichannel Technical Resolution

• Analyze and resolve complex technical inquiries across phone email chat web portals and messaging channels

• Proactively manage the lifecycle of customer support cases within the CRM to help ensure seamless escalations and transparent communication

• Guide on-site installation partners remotely through technical deployment challenges and hardware wiring inquiries

Knowledge Generation & Lab Mastery

• Drive Knowledge-Centered Service (KCS) practices by creating refining and sharing knowledge base content to enable self-service options

• Utilize on-site lab facilities and pre-release software environments to test isolate and master hardware and platform features

• Maintain accurate troubleshooting logs to document issue resolution steps and systemic edge cases

Cross-Functional Collaboration

• Collaborate across internal messaging and meeting tools with product management engineering and sales teams to communicate user feedback

• Participate in deep-dive training sessions led by senior escalation staff and engineering teams to expand technical capabilities

• Gather partner insights to inform ongoing system reliability and software platform enhancements

Basic Requirements

• High School Diploma or higher

• Technical support or customer service experience

• Legal authorization to work in Canada is required

Job Requirements:

Technical Expertise

• Cloud Platform & Hardware Troubleshooting to analyze SaaS access control systems video management platforms and associated wiring or integrations

• Mobile & Network Ecosystem Support to resolve app connectivity wireless lock communications and system integration issues

• Technical Communication to convey complex system architecture concepts clearly to technical partners and end-users

Professional Experience

• Technical Case Management using CRM tools to systematically track resolve and document customer cases

• Cross-Functional Communication to partner effectively across engineering product teams and external technical installers

• Operational Adaptability to support shift-based schedules assisting a global network of partners

Preferred Qualifications

• Technical certifications such as CompTIA A or CCNA

• Working knowledge of Windows Server administration and network configuration

• Experience supporting access control systems or video management software

Target Base Salary Range:$53000 - $58000 CAD

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• High School Diploma or higher

• 1 years of experience in Technical Support or Customer Service

• Legal authorization to work in Canada is required

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.

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. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete this Reasonable Accommodations Formso we can assist you.

Motorola Solutions adopte favorise et promeut les principes de diversité déquité et dinclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées quelles que soient leur race origines ethnique religion ou croyance orientation sexuelle identité et expression sexuelle statut danciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés encourageant ainsi chaque Motorolan dêtre la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse dun monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures dadaptation pendant toutes les étapes du processus dembauche afin de favoriser linclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement veuillez remplir ce formulaire daménagement raisonnable afin que nous puissions vous aider.

Required Experience:

IC