Technical Support Escalations Lead

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview
This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer-first mentality.
**- 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 standard 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.

***Basic Requirements**:
Basic Requirements

**Education and experience**:

- 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 is considered an asset OR minimum 7 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+
- Experience working in environments using the KCS methodology.
- Prior relevant experience in the video security and access control industry.
- Internal MSI experience is definitely preferred
- Expert understanding of Avigilon Unity products.
- Strong level of knowledge of integrations and networking.
- Experience in creating and running scripts via powershell of technologies.

**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 demonstrated ability to resolve customer issues in the shortest time with the highest quality.
- Well developed interpersonal communications (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 and maintaining effective communication with all stakeholders.
- A self-starter who can work independently as well as collaborate effectively with team members with mínimal supervision. Agile resourceful learner with strong attention to detail
- Demonstrate a continuous learning mindset to absorb the technical details of an ever-evolving product line.
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