Service Delivery Technician – Fixed Video

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Act as the main point of contact for customer-initiated support requests via phone, email, chat, and trouble tickets.

• Document and address first-level technical issues, conduct remote troubleshooting, and escalate complex problems.

• Serve as a liaison between end users and Motorola's Service department.

• Log and monitor incidents until resolution using Motorola’s internal ticketing system.

• Engage vendor support and escalate issues to senior personnel as necessary.

• Provide basic training and recommend enhancements to How-To guides, FAQs, KB articles, and instructional materials.

• Troubleshoot issues related to Avigilon Video Management System software and applications.

• Execute remote repairs, including password resets, camera name modifications, and image setting calibrations.

• Communicate status updates and resolution information to customers and the internal Service team.

• Assist field resources with onboarding new and replacement devices, ensuring VMS connectivity verification, baseline configuration, and camera point-and-aiming.

• Escalate critical service issues and maintain communication during high-priority incidents.

• Conduct system health checks, camera inspections, ad hoc reporting, and asset audits.

• Diagnose field equipment, including cameras, encoders, network switches, and media converters.

• Aid in customer account provisioning, user permissions, roles, credentials, and access issues.

• Collaborate with design engineers, field technicians, project managers, and technical teams.

• Participate in standups, technical project engagements, team meetings, and training sessions.

⛳️ Requirements

• At least 2 years of experience in desktop, software, or application support.

• A minimum of 1 year of experience in installing, supporting, and maintaining Windows 7, 8, and 10; Office 2013, 2016, 2019, O365.

• Experience in managing antivirus and antimalware solutions.

• Familiarity with Active Directory and Exchange or O365.

• Knowledge of Mobile Device Management (MDM) software.

• Understanding of DHCP, DNS, and VPN.

• Basic network and server triage skills prior to escalation to senior personnel.

• Significant experience in remote support, including for satellite sites and offsite or WFH staff.

• High School diploma, GED, or Technical Certificate with at least 2 years of desktop, software, or application support experience.

• Legal authorization to work in the U.S. indefinitely.

• Employer work permit sponsorship is not available.

• Travel required is under 10%.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Travel under 10%.

• Referral Payment Plan.