📍 Job Overview

Job Title: Technical Support Specialist
Company: Motorola Solutions Portugal, Lda
Location: Lisbon, Lisboa, Portugal
Job Type: On-site, Full-Time
Category: Technical Support & Customer Service
Date Posted: June 24, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Customer-Focused Troubleshooting: Provide exceptional customer support by resolving hardware and software issues quickly and accurately.
Diverse Technical Environment: Maintain a strong understanding of Motorola Solutions' products, including cameras, servers, access control, and networks.
Collaborative Problem Solving: Work closely with regional and global support teams to ensure high-quality customer experiences.
Continuous Learning: Stay up-to-date with Motorola Solutions' ever-evolving product line and new technologies.

📝 Enhancement Note: This role requires a strong customer-oriented mindset, exceptional problem-solving skills, and the ability to learn and adapt to new technologies continuously.

💻 Primary Responsibilities

Product Support: Maintain a strong understanding of Motorola Solutions' software and products, including cameras, servers, access control, and networks.
Troubleshooting: Resolve customer issues related to Motorola Solutions' hardware and software products through phone, chat, and remote sessions.
Case Management: Document software, hardware, and network information concisely in a case management system.
Customer Experience: Provide an exceptional customer experience during calls, emails, chat, and customer escalations.
Task Prioritization: Balance inbound calls, existing case management, live chat, and email requests effectively.
Emergency Support: Be available for after-hours and weekend emergency support as needed.

📝 Enhancement Note: This role requires a high level of organization, time management, and the ability to handle complex situations while maintaining effective communication with customers and stakeholders.

🎓 Skills & Qualifications

Education: A degree or diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science, or equivalent is preferred.

Experience: 2+ years of customer support experience in specific technical support environments, such as video surveillance, access control, cloud software, enterprise hardware support, or IT helpdesk/service desk.

Required Skills:

Exceptional problem-solving and time management skills
Ability to communicate complex technical problems and solutions to customers of all skill levels
Strong attention to detail and a continuous learning mindset
Ability to work independently and collaborate effectively with team members
Proficiency in English, with the ability to read, write, and speak fluently
Working knowledge of applying technical concepts to troubleshooting procedures
Experience installing, configuring, and troubleshooting various operating systems, software, and hardware
Familiarity with IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting

Preferred Skills:

Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
Familiarity with the Onvif profile or other video streaming services
Multi-language proficiency
Experience working in environments using the KCS Methodology

📝 Enhancement Note: While not required, certifications and experience with specific technologies can demonstrate a candidate's commitment to continuous learning and professional development in the technical support field.

📊 Web Portfolio & Project Requirements

N/A - This role does not require a web portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: €25,000 - €35,000 per year (Estimated based on market research for technical support roles in Lisbon, Portugal)

Benefits:

Competitive salary and benefits package
Opportunity to work for a global leader in mission-critical communications and analytics
Dynamic and innovative work environment focused on continuous learning and growth
Collaborative team culture with a strong emphasis on customer satisfaction

Working Hours: 40 hours per week, with the possibility of after-hours and weekend emergency support as needed.

📝 Enhancement Note: The estimated salary range is based on market research for technical support roles in Lisbon, Portugal. Actual salary may vary depending on the candidate's experience, skills, and the company's internal salary structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Motorola Solutions is a global leader in mission-critical communications, video security, and command center technologies, supporting public safety agencies and enterprises alike.

Company Size: Motorola Solutions has a global workforce of approximately 18,000 employees, providing a large and diverse team environment for professional growth and collaboration.

Founded: Motorola Solutions was founded in 1940 and has since grown into a global technology company with a strong focus on innovation and customer satisfaction.

Team Structure:

The Technical Support team is part of the larger Video Division, which focuses on video security and analytics solutions.
The team consists of Technical Support Specialists, Team Leads, and Managers, working together to provide high-quality customer support and ensure customer satisfaction.
The team collaborates closely with other departments, such as Product Management, Engineering, and Sales, to improve products, processes, and customer experiences.

Development Methodology:

The team follows Agile methodologies, with a focus on continuous improvement and customer value.
They use a case management system to track and resolve customer issues efficiently.
Collaboration and knowledge sharing are essential aspects of the team's culture, enabling them to provide the best possible support to customers.

Company Website: https://www.motorolasolutions.com/

📝 Enhancement Note: Motorola Solutions' company culture emphasizes thought leadership, innovation, and customer satisfaction. The company seeks problem-solvers who are passionate about creating exciting new solutions for security and surveillance and making an impact on the safety of people and businesses globally.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry to mid-level position in the technical support career path, focusing on customer issue resolution and troubleshooting.

Reporting Structure: The Technical Support Specialist reports directly to a Technical Support Team Lead, who oversees the team's day-to-day operations and provides guidance and support to team members.

Technical Impact: The Technical Support Specialist plays a crucial role in ensuring customer satisfaction by resolving hardware and software issues quickly and accurately. Their work directly impacts the user experience and the overall success of Motorola Solutions' products and services.

Growth Opportunities:

Technical Specialization: As the candidate gains experience and expertise, they may have the opportunity to specialize in specific product areas or technologies.
Team Leadership: With demonstrated leadership skills and a strong track record of customer satisfaction, the candidate may progress to a Team Lead or Manager role, overseeing a team of Technical Support Specialists.
Cross-Functional Roles: As the candidate's skills and experience grow, they may explore opportunities in other departments, such as Product Management, Engineering, or Sales.

📝 Enhancement Note: Career growth opportunities in this role are tied to the candidate's ability to demonstrate strong technical skills, exceptional customer service, and leadership potential. The company encourages continuous learning and professional development to support career advancement.

🌐 Work Environment

Office Type: Motorola Solutions' Lisbon office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): The Lisbon office is located in the heart of the city, providing easy access to public transportation and nearby amenities.

Workspace Context:

The workspace is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and specialized software tools for troubleshooting and case management.
The team works in an open, collaborative environment, with a strong emphasis on knowledge sharing and cross-functional collaboration.
The workspace is designed to accommodate both individual focus and team collaboration, with dedicated meeting rooms and breakout spaces available.

Work Schedule: The standard workweek is 40 hours, with the possibility of after-hours and weekend emergency support as needed. The team follows a flexible work arrangement, with core hours between 9:00 AM and 5:00 PM.

📝 Enhancement Note: Motorola Solutions' work environment is designed to support the team's need for both focused work and collaborative problem-solving, with a strong emphasis on customer satisfaction and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess the candidate's communication skills, technical background, and fit for the role.
Technical Assessment: A hands-on technical assessment, focusing on the candidate's troubleshooting skills, product knowledge, and problem-solving abilities.
Behavioral Interview: A structured interview to evaluate the candidate's customer service skills, teamwork, and adaptability.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role, career aspirations, and any remaining questions.

Portfolio Review Tips: N/A - This role does not require a web portfolio or project case studies.

Technical Challenge Preparation:

Brush up on technical concepts related to hardware and software troubleshooting, IP networking, and operating systems.
Familiarize yourself with Motorola Solutions' products and services, focusing on cameras, servers, access control, and networks.
Prepare examples of your problem-solving skills, customer service experiences, and ability to handle complex situations.

ATS Keywords: See the comprehensive list of ATS keywords below, organized by category.

📝 Enhancement Note: The technical interview process for this role focuses on the candidate's troubleshooting skills, product knowledge, and customer service abilities. Preparation should focus on honing these skills and gaining a deep understanding of Motorola Solutions' products and services.

🛠 Technology Stack & Web Infrastructure

N/A - This role does not require a specific technology stack or web infrastructure knowledge.

👥 Team Culture & Values

Motorola Solutions' Values:

Customer-Centric: Put customers first in everything we do, understanding their needs and exceeding their expectations.
Innovation: Foster a culture of innovation, continuous learning, and improvement.
Integrity: Act with integrity in all aspects of our business, demonstrating honesty, fairness, and respect for others.
Performance: Deliver results, holding ourselves accountable for our actions and decisions.
Diversity & Inclusion: Embrace diversity and inclusion, creating an environment where everyone can contribute and thrive.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, such as Product Management, Engineering, and Sales, to improve products, processes, and customer experiences.
Code Review Culture: Encourage knowledge sharing and continuous learning through regular team meetings, training sessions, and mentoring opportunities.
Peer Programming: Collaborate with team members to troubleshoot complex issues, share knowledge, and improve overall team performance.

📝 Enhancement Note: Motorola Solutions' team culture emphasizes customer satisfaction, continuous learning, and collaboration. The company seeks team members who are passionate about creating innovative solutions, working together to exceed customer expectations and drive business success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Knowledge: Stay up-to-date with Motorola Solutions' ever-evolving product line and new technologies.
Troubleshooting Complex Issues: Develop advanced troubleshooting skills to resolve complex hardware and software issues quickly and accurately.
Customer Expectations: Manage customer expectations effectively, balancing the need for quick issue resolution with the complexity of the underlying problems.
Continuous Learning: Keep up with the latest trends and best practices in technical support and customer service, continuously expanding your skillset and knowledge base.

Learning & Development Opportunities:

Technical Training: Participate in regular training sessions and workshops to enhance your technical skills and product knowledge.
Conferences & Events: Attend industry conferences and events to network with peers, learn from experts, and stay up-to-date with the latest trends and best practices.
Mentorship & Leadership Development: Seek mentorship opportunities from experienced team members and work on developing your leadership skills to progress within the organization.

📝 Enhancement Note: Technical support roles present unique challenges and growth opportunities, requiring a strong customer-oriented mindset, exceptional problem-solving skills, and a continuous learning mindset. Success in this role depends on the candidate's ability to adapt to new technologies, stay up-to-date with industry best practices, and continuously expand their skillset.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting complex hardware and software issues, walking the interviewer through your thought process and steps to resolution.
Product Knowledge: Demonstrate your understanding of Motorola Solutions' products and services, highlighting your familiarity with cameras, servers, access control, and networks.
Customer Service Examples: Provide examples of your customer service experiences, focusing on your ability to handle complex situations, manage customer expectations, and provide exceptional support.

Company & Culture Questions:

Company Knowledge: Research Motorola Solutions' history, mission, and values, demonstrating your understanding of the company's commitment to innovation, customer satisfaction, and continuous learning.
Team Dynamics: Discuss your experience working in a team environment, highlighting your ability to collaborate effectively with team members, share knowledge, and support the overall success of the team.
Adaptability: Explain how you approach learning new technologies, staying up-to-date with industry trends, and continuously expanding your skillset in a rapidly evolving technological landscape.

Portfolio Presentation Strategy: N/A - This role does not require a web portfolio or project case studies.

📝 Enhancement Note: Interview preparation for this role should focus on honing your troubleshooting skills, demonstrating your product knowledge, and showcasing your customer service abilities. Researching Motorola Solutions' company culture and values will also help you understand the company's commitment to innovation, customer satisfaction, and continuous learning.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit Your Application: Click on the application link provided and submit your resume, highlighting your relevant technical support experience, customer service skills, and troubleshooting abilities.
Prepare for Phone Screen: Brush up on your technical concepts, product knowledge, and customer service skills in preparation for the initial phone screen.
Research Motorola Solutions: Familiarize yourself with the company's history, mission, values, and product offerings to demonstrate your understanding and enthusiasm for the role during the interview process.
Prepare for Technical Assessment: Review your troubleshooting skills, product knowledge, and customer service experiences, focusing on your ability to handle complex situations and provide exceptional support.
Practice Interview Questions: Use the provided interview questions and company-specific insights to prepare for the behavioral interview and final interview with the hiring manager.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Motorola Solutions before making application decisions.

ATS Keywords:

Programming Languages:

C++
Java
Python
JavaScript

Web Frameworks:

N/A - This role does not require web framework knowledge.

Server Technologies:

Linux
Windows
MacOS

Databases:

MySQL
MongoDB
PostgreSQL

Tools:

JIRA
Confluence
Trello
Asana
Zendesk
Freshdesk
ServiceNow
BMC Remedy
HP Service Manager

Methodologies:

Agile
Scrum
Kanban
Lean Six Sigma
ITIL

Soft Skills:

Problem-solving
Time management
Customer service
Communication
Teamwork
Adaptability
Continuous learning

Industry Terms:

Technical Support
Customer Service
Troubleshooting
Hardware
Software
Networking
Operating Systems
Customer Experience
Customer Satisfaction
Customer Success
Customer Relationship Management (CRM)
Customer Service Representative (CSR)
Customer Support Specialist (CSS)
Customer Support Agent (CSA)
Helpdesk
Service Desk
IT Support
Technical Support Engineer (TSE)
Technical Support Specialist (TSS)
Technical Support Associate (TSA)
Technical Support Representative (TSR)
Customer Support Engineer (CSE)
Customer Support Specialist (CSS)
Customer Support Associate (CSA)
Customer Support Representative (CSR)
Technical Support Manager (TSM)
Technical Support Team Lead (TSTL)
Technical Support Supervisor (TSS)
Technical Support Director (TSD)
Technical Support Vice President (TSVP)
Technical Support Chief Officer (TSCO)

📝 Enhancement Note: A comprehensive list of ATS keywords has been provided, organized by category. These keywords should be strategically placed throughout the application, resume, and interview preparation process to optimize your visibility to potential employers using Applicant Tracking Systems (ATS).

Technical Support Specialist