Service Delivery Technician - Hybrid position at Customer Location (Charlotte, NC)

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

Job Description

Under the general supervision of the Senior Systems Manager, the Service Delivery Technician serves as the primary point of contact for all customer-initiated support requests, including phone calls, emails, chat inquiries, and trouble tickets.  This role is responsible for documenting and resolving first-level technical issues, performing remote troubleshooting, and escalating more complex, second-level issues to senior technical staff as needed.  This position acts as a principal liaison between Customer end users and Motorola's Service department, ensuring timely and effective resolution of service-related issues. The primary objective of this role is to ensure a high level of Service availability for all Customer end users.

ESSENTIAL JOB FUNCTIONS

• Log and resolve first-level service issues through Motorola’s internal ticketing system, tracking incidents from initial report to resolution.  Engage vendor support and escalate to senior personnel as necessary to ensure timely resolution.
• Function as a light training resource for Customer end users and non-technical staff; responsible for suggesting updates and improvements to existing training materials such as How-To guides, FAQs, KB articles and other instructional content.
• Troubleshoot software and application issues related to the Customer’s Avigilon Video Management System (VMS), performing remote repairs such as password resets, camera name adjustments, and image setting calibrations.
• Maintain regular communication with Customer end users through written and verbal updates to ensure satisfaction, clarify technical issues, and manage response and resolution times. 
• Provide consistent status updates to the internal Service team, ensuring alignment on ticket progress, priorities, and any issues requiring immediate attention.
• Assist field resources with the onboarding of net-new and replacement devices, e.g., verifying VMS connectivity, configuring baseline device settings, and point-and-aiming cameras for optimal field of view (FOV) coverage.
• Escalate critical service issues as needed, ensuring ongoing communication with the Service team and Customer regarding high-priority incidents that exceed expected resolution times.
• Perform routine system health checks and visual inspections of cameras to ensure proper functionality and coverage.  Conduct ad hoc reporting and asset audits as required to maintain an accurate inventory of VMS devices.
• Perform routine hardware and software diagnostics on field equipment (cameras, encoders, network switches, media converters, etc.), identifying and resolving issues related to connectivity, performance, and functionality.
• Assist with Customer end user account provisioning, including setting up user permissions and roles for viewing or managing video feeds, managing login credentials, and troubleshooting general access issues.
• Collaborate with cross-functional teams, including design engineers, field technicians, project managers and various technical groups to address complex issues and ensure smooth integration of video surveillance systems into larger IT infrastructures.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Attend standups, technical project engagements and other team meetings.
• Participate in training sessions surrounding new technologies, industry best practices and organizational compliance requirements.

KNOWLEDGE, SKILLS AND ABILITIES

• 2+ years of desktop, software or applications support experience
• Minimum of 1 year experience installing, supporting and maintaining the following:
  • 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 to include satellite sites and offsite or WFH staff

EDUCATION AND EXPERIENCE

• High school diploma or GED required, Technical degree preferred.

This position is a hybrid role. Candidates should be located in the North Carolina/South Caroline area with the ability to work on-site at the customer location in Charlotte, NC 9:00am - 5:00pm Tuesdays, Wednesdays, and Thursdays. Mondays and Fridays will be worked remote.
 

#LI-TW1

#LI-HYBRD

Basic Requirements

• 2+ years of desktop, software or applications support experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our U.S. Benefits include:

• 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
• and more!

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 ohr@motorolasolutions.com.