ALPR Technical Engineer II

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations. The Product Management Team works to ensure that products are aligned with customer needs and requirements, taking input from customers and internal stakeholders to define requirements for software development that enhance the product's value to the customer.

Job Description

As an ALPR Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.  This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone and via email.

• Ensure timely and accurate set up of all systems.

• Phone Support during regular business hours and on-call availability during off hours.

• Monitor Chat sessions to assist other team members.

• Test systems to ensure they are working correctly.

• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.

• Follow the department process, procedure, and metrics for a technical support II technician

• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system

• Train customers on use of systems including software, hardware and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic

• Position requires that the first 1 weeks of training will be on-site at the Fort Worth, TX location.

Preferred Qualifications:

• High School Diploma or equivalent and 2+ years of Technical Troubleshooting work experience

• Must be able to obtain background clearance as required by government customers

• 2+ years of Networking Experience Preferred

• 2+ years of customer service experience Preferred

• Must be able to pass a CJIS Background Check for all 50 states

• Work experience in a public safety environment desired

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc.