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About the Role
Envysion, a leading provider of video-based SaaS technology solutions, is seeking a Tier 1 Technical Support Analyst to assist customers by phone with troubleshooting and incident creation to resolve customer issues. This role supports and resolves customer issues, creates/updates trouble tickets, and works between multiple systems.
Responsibilities
- Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment.
- Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2.
- Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment.
- Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians.
- Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency.
- Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends.
Requirements
- High School diploma/equivalent and 1+ year of Technical Support/Customer Support experience.
- Foundational understanding of Linux command-line interface (CLI) and network configuration.
- Proven ability to de-escalate "heated" situations and guide non-technical users through logical troubleshooting steps.
- A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles.
- Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings).
Skills
- Linux command-line interface (CLI)
- Network configuration
- Customer service
- Technical troubleshooting
- Incident management
- Knowledge management
- Communication
Location
- Hybrid
Work Type
- Hybrid
- On Site 2-3 days a week
Experience Level
- Experienced
- 1+ year of Technical Support/Customer Support experience
Education Level
- High School diploma/equivalent
Salary/Compensations
- $45,300 - $54,300 (CAD)
About the Company
- Motorola Solutions is a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.
- Envysion is a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers.
Equal Opportunity
- 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’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 complete this Reasonable Accommodations Form so we can assist you.
- Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.
- Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.