Technical Support Specialist - Avigilon Alta Video

Motorola Solutions•Plantation, FL

1d•Hybrid

About The Position

Reporting to the Manager or Team Lead, the Technical Support Specialist provides exceptional service and technical expertise to help clients maximize our cloud-managed video security technology. This hybrid role focuses on diagnosing hardware, software, and networking issues while contributing to a collaborative, knowledge-sharing environment.

Requirements

2+ years Technical Support/Customer Service/Helpdesk experience.
High School diploma or equivalent
An organized professional with a degree in IT or Computer Science (or equivalent experience) and a solid grasp of networking

Nice To Haves

CompTIA A+
CCNA
prior VMS experience is highly valued

Responsibilities

Manage and resolve inbound inquiries via phone, chat, email, and partner portals, ensuring a high-quality experience through outbound follow-ups as needed.
Diagnose and resolve complex issues involving VMS, IP cameras, and networking (TCP/IP, DNS, VLANs, Firewalls) using diagnostic tools and log analysis.
Maintain thorough, step-by-step records of troubleshooting efforts within the CRM and contribute to the Knowledge Centered Services (KCS) database by creating and updating KB articles.
Work closely with Senior Support and Development teams to reproduce customer issues in a lab environment and escalate unresolved bugs in a timely manner.
Act as a technical resource for internal stakeholders—including Sales, Product, and Leadership—via Slack and Google Meet to support various business needs.
Participate in ongoing training and software testing within beta environments to stay current on cloud-managed video security trends and Windows/Networking fundamentals.