Service Delivery Technician – Fixed Video

🔥 0 minutes ago

🌲 North Carolina, South Carolina – Remote

🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Serve as the primary point of contact for customer-initiated support requests via phone, email, chat, and trouble tickets • Document and resolve first-level technical issues, perform remote troubleshooting, and escalate complex issues • Liaise between customer end users and Motorola's Service department • Log and track incidents through resolution using Motorola’s internal ticketing system • Engage vendor support and escalate to senior personnel as needed • Provide light training and suggest improvements to How-To guides, FAQs, KB articles, and instructional content • Troubleshoot Avigilon Video Management System software and application issues • Perform remote repairs including password resets, camera name adjustments, and image setting calibrations • Communicate status and resolution updates to customers and the internal Service team • Assist field resources with onboarding net-new and replacement devices, including VMS connectivity verification, baseline configuration, and camera point-and-aiming • Escalate critical service issues and maintain communication during high-priority incidents • Perform system health checks, camera inspections, ad hoc reporting, and asset audits • Diagnose field equipment including cameras, encoders, network switches, and media converters • Assist with customer account provisioning, user permissions, roles, credentials, and access issues • Collaborate with design engineers, field technicians, project managers, and technical groups • Attend standups, technical project engagements, team meetings, and training sessions

🎯 Requirements

• 2+ years of desktop, software or applications support experience • Minimum of 1 year experience installing, supporting and maintaining Windows 7, 8 and 10; Office 2013, 2016, 2019, O365 • Antivirus and antimalware management • Active Directory and Exchange or O365 • Mobile Device Management (MDM) software • DHCP, DNS and VPN • Basic network and server triage prior to escalation to senior personnel • Extensive remote support experience including satellite sites and offsite or WFH staff • High School diploma, GED, or Technical Certificate with 2+ years of desktop, software or applications support experience • Legal authorization to work in the U.S. indefinitely • Employer work permit sponsorship is not available • Under 10% travel required

🏖️ Benefits

• Incentive Bonus Plans • Medical, Dental, Vision benefits • 401K with Company Match • 10 Paid Holidays • Generous Paid Time Off Packages • Employee Stock Purchase Plan • Paid Parental & Family Leave • Travel under 10% • Referral Payment Plan