Service Delivery Technician - Fixed Video

Under the general supervision of the Senior Systems Manager, the Service Delivery Technician serves as the primary point of contact for all customer-initiated support requests, including phone calls, emails, chat inquiries, and trouble tickets. This role is responsible for documenting and resolving first-level technical issues, performing remote troubleshooting, and escalating more complex, second-level issues to senior technical staff as needed. This position acts as a principal liaison between Customer end users and Motorola's Service department, ensuring timely and effective resolution of service-related issues. The primary objective of this role is to ensure a high level of Service availability for all Customer end users.

ESSENTIAL JOB FUNCTIONS

• Log and resolve first-level service issues through Motorola’s internal ticketing system, tracking incidents from initial report to resolution. Engage vendor support and escalate to senior personnel as necessary to ensure timely resolution.
• Function as a light training resource for Customer end users and non-technical staff; responsible for suggesting updates and improvements to existing training materials such as How-To guides, FAQs, KB articles and other instructional content.
• Troubleshoot software and application issues related to the Customer’s Avigilon Video Management System (VMS), performing remote repairs such as password resets, camera name adjustments, and image setting calibrations.
• Maintain regular communication with Customer end users through written and verbal updates to ensure satisfaction, clarify technical issues, and manage response and resolution times.
• Provide consistent status updates to the internal Service team, ensuring alignment on ticket progress, priorities, and any issues requiring immediate attention.
• Assist field resources with the onboarding of net-new and replacement devices, e.g., verifying VMS connectivity, configuring baseline device settings, and point-and-aiming cameras for optimal field of view (FOV) coverage.
• Escalate critical service issues as needed, ensuring ongoing communication with the Service team and Customer regarding high-priority incidents that exceed expected resolution times.
• Perform routine system health checks and visual inspections of cameras to ensure proper functionality and coverage. Conduct ad hoc reporting and asset audits as required to maintain an accurate inventory of VMS devices.
• Perform routine hardware and software diagnostics on field equipment (cameras, encoders, network switches, media converters, etc.), identifying and resolving issues related to connectivity, performance, and functionality.
• Assist with Customer end user account provisioning, including setting up user permissions and roles for viewing or managing video feeds, managing login credentials, and troubleshooting general access issues.
• Collaborate with cross-functional teams, including design engineers, field technicians, project managers and various technical groups to address complex issues and ensure smooth integration of video surveillance systems into larger IT infrastructures.
• Attend standups, technical project engagements and other team meetings.
• Participate in training sessions surrounding new technologies, industry best practices and organizational compliance requirements.