Technical Support Specialist - Video Security & Access Control

About the role

Motorola Solutions' Video Security & Access Control division is looking for a Technical Support Specialist in Krakow. The team ensures that critical customer issues are resolved quickly and accurately, supporting platforms that protect client assets with industry-standard products and artificial intelligence.

Key responsibilities

• Provide technical assistance to global customers by phone, email, live chat and remote sessions, prioritising incoming requests and existing cases, with possible after-hours or weekend support.
• Diagnose and resolve complex software and hardware issues on cloud platforms, CCTV and access control systems, using diagnostic tools to analyse log files and find root causes.
• Use demo labs and beta environments to reproduce customer scenarios, test hardware and software and report bugs or escalations to engineering.
• Document software, hardware and network information in the CRM system and contribute to a Knowledge Centered Service (KCS) environment by creating and updating knowledge base articles.
• Work with regional and global support teams and internal stakeholders such as Product and Sales, and keep up with new technologies, cloud software, mobile apps, servers and networks.

Required profile

• 2+ years of experience in Technical Support, Customer Service or Helpdesk, preferably on enterprise-level applications.
• Fluent written and spoken English, able to explain complex technical concepts clearly under pressure.
• Problem-solving mindset, able to work independently with minimal supervision and collaborate within a team.
• Preferred: degree or diploma in Computer Science, Computer Engineering or Information Systems, and IT certifications such as CompTIA A+, Network+, CCNA, CCNP, MCSA or Microsoft credentials.
• Preferred: experience in video security, analytics, access control, cloud software, telecommunications or video conferencing, and familiarity with ONVIF, VMS or other video streaming services.

Required skills

• Networking fundamentals: TCP/IP, Ethernet, VoIP, switches, DNS, DHCP, NAT, firewalls.
• Web protocols: HTTP/HTTPS and TLS.
• Operating systems: installing, configuring or troubleshooting Windows (Server 2012-2019, 7/10), Mac or Linux.
• Troubleshooting video surveillance cameras and access control systems.
• Experience with CRM systems and the KCS methodology is preferred.