Access Control Technical Support Specialist - Canada Remote

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

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. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department OverviewMotorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security/analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
At Avigilon, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.
Job Description

Reporting to a Technical Support Team Lead or Manager, Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment.

About the Position

What will you get to do

• Learn and maintain a strong understanding of MSI Access control products, including Access Control Manager, control panels and card readers.

• Research, collaborate and troubleshoot MSI products over the phone and digital mediums.

• Think outside of the box and come up with creative solutions.

• Lead with empathy, take complete ownership and show urgency when resolving technical issues.

• Concisely document software, hardware, and network information in a case management system.

• Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.

• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.

• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

Education / Experience

• 2-3 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 is considered an asset -OR- 5-6 years of relevant experience, additional prior vocational or technical education will be considered an asset.

• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.

• Minimum of 1 year experience working with CRMs.

• Prior contact center experience in a technical support environment is considered an asset.

• Experience working in environments using the KCS Methodology is considered an asset.

Essential Skills

• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.

• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.

• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.

• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

• Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.

• Ability to replicate problems in a lab environment.

Technical Proficiencies

• IP networking: routers, firewalls, wireless technologies, TCP/IP

• Basic electronic circuitry knowledge

• A familiarity with the Access control hardware is considered an asset

This position is a remote position and candidates can be located anywhere in Canada.

Target Base Salary Range: $50,000 - $60,000 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, GED or equivalent experience preferred

• 2 years experience in a technical support role

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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 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.

We’re 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 email [email protected].

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. 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 d’anciens 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 d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un 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 d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à [email protected].