Advanced Technical Escalations Specialist
2 weeks ago
Job Overview
Motorola Solutions is seeking an experienced Advanced Technical Escalations Specialist to join our team. This role will be responsible for providing technical guidance and support to the team, prioritizing and addressing critical cases, and overseeing the escalation process for complex or urgent issues.
Estimated Salary Range: $120,000 - $180,000 per year, depending on location and experience.
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 and prioritize them accordingly.
- 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 technical and communication improvement.
- 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.
- Work closely with the Technical Support Manager on development and execution of strategic plans and initiatives tied to the technical performance of the team.
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, or CompTIA A+.
- Experience working in environments using the KCS methodology.
- Prior relevant experience in the video security and access control industry.
- Internal MSI experience is preferred. Expert understanding of Avigilon Unity products. Strong level of knowledge of integrations and networking.
- Ability to work independently and collaborate effectively with team members with minimal supervision.
- Demonstrate a continuous learning mindset to absorb the technical details of an ever-evolving product line.
- Team first mindset with a proven track record of changing people's behavior through coaching and mentoring.
Benefits
- Flexible working hours and shifts.
- Opportunities for professional growth and development.
- A collaborative and dynamic work environment.
About Motorola Solutions
Motorola Solutions is an Equal Opportunity Employer. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. We pride ourselves on our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and do their best work to deliver on the promise of a safer world.
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