Professional Services Specialist - Dedicated Account - Dallas, TX

Professional Services Specialist

Our Professional Services Specialist will serve as the dedicated, on-site technical expert for one of our most strategic enterprise accounts in the Dallas Region. This critical role ensures the continuous operation, maintenance, and successful upgrade of the client's Video Security & Access Control (VS&A) infrastructure. The specialist must demonstrate advanced troubleshooting capabilities, exceptional customer satisfaction focus, and technical precision.

What will you get to do:

• Serve as the main point-of-contact for support related to Customer's Motorola Solutions Video and Access Control System.
• Assist in the development of internal documentation pertaining to system configuration, administration, and troubleshooting.
• Perform on-site configuration and maintenance of Avigilon Unity Video and Access Control systems following Motorola's best practices.
• Lead the planning and execution of large-scale system installs and upgrades across Customer's sites, including licensing validation, firmware and software updates.
• Set up, configure and test advanced analytics.
• Provide technical expertise regarding all video and access control system components.
• Troubleshoot technical issues to determine root causes, review logs, deploy fixes, and suggest preventative measures to improve overall processes.
• Run diagnostics using approved Motorola Solutions tools.
• Work with Customer staff to identify and resolve reported system incidents/problems.
• Respond to system outages and deficiencies including leading technical incident response and resolution with Motorola Solutions and Avigilon support teams.
• Diagnose, triage, gather logs, and coordinate with Motorola Solutions Technical Support, Motorola Solutions Engineering teams, and contractually agreed upon third-party vendors to resolve reported system incidents/problems.
• Conduct site audits and system certifications for Video Security and Access Control systems.
• Support the coordination and execution of annual preventative maintenance.
• Produce monthly metrics and system health reports. Document tested system deficiencies, corrective actions taken, and lifecycle/replacement recommendations.

Preferred Qualifications:

• 4+ years of relevant field experience in a Video Management System (VMS) and Access Control (ACM) environment.
• 4+ years of relevant experience in an IT environment.
• Strong knowledge in networking and system design.
• Demonstrated experience in large-scale, multi-site, or mission-critical environments
• Experience working with Physical Security VMS, DVR, NVR, Cameras, Encoders, PoE, POS, Access Control and intrusion systems.
• Experience with Milestone, Genetec, Exacq, Avigilon, Axis, Hikvision, Open Path, Feenics, HID, Phoenix and other industry players is a plus.
• Experience deploying a VMS and cameras from the ground up.
• Understanding of network and PoE requirements for physical security.
• Knowledge and recent experience with programming and APIs is preferred.
• Demonstrate and articulate a strong understanding of troubleshooting logic and steps to resolution.
• Develop a strong understanding of Motorola Solutions(Avigilon) Video and/or Access Control products.
• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
• Well-developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates, manage customer expectations, and handle complex situations while troubleshooting critical issues.

Technical Proficiencies:

• IP networking:…