Technical Support Specialist
On-siteGeorge Town, Penang, Malaysia
Job Summary
Troubleshoot Motorola Solutions hardware, software, and systems over the phone, chat, and remotely while maintaining a strong understanding of Silent Sentinel products. Concisely document software, hardware, and network information in a case management system and prioritize between inbound calls, existing case management, live chat, email requests, and repairs. Provide an exceptional customer experience during interactions and collaborate with regional and global support teams to resolve critical issues. Be available to work on call for after hours and weekend emergency support. This role requires 2+ years of technical support experience in video surveillance or IT service desks, with a preference for a technical degree and certifications like CCNA or CompTIA A+.
Required Qualifications
- 2+ years of technical support experience in video surveillance, access control, telecom, cloud software, enterprise hardware, or IT service desks
- Experience with Linux operating systems
- Experience with CRM platforms (1+ years)
- Experience with Knowledge-Centered Service (KCS) methodology
- Practical experience applying technical concepts to install, configure, and troubleshoot hardware and software environments
- Familiarity with video surveillance cameras, ONVIF protocol, or video streaming services
- Exceptional ability to troubleshoot critical issues, prioritize tasks, and manage complex situations
- Fluent in English with the ability to explain complex technical concepts to customers of all skill levels clearly and personably
- A proactive self-starter who works well independently with minimal supervision and collaborates effectively within a team
- Skilled at managing customer expectations and providing timely updates to all stakeholders
- An agile, detail-oriented learner who adapts quickly to new challenges
- Under 10% travel
- Domestic Position
Desired Qualifications
- Technical Degree preferred
- Certifications like CCNA, MCSA, or CompTIA A+
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