Professional Services Specialist - Dedicated Account

We are hiring a Professional Services Specialist to serve as the dedicated on‑site technical expert for a strategic enterprise account in the Detroit Area. This role ensures the continuous operation, maintenance, and successful upgrade of the client’s Video Security & Access Control (VS&A) infrastructure.

• Perform on‑site installation, configuration, and maintenance of Avigilon Unity Video and Access Control environments following Motorola’s best practices.
• Lead the planning and execution of large‑scale system upgrades across the client’s sites, including licensing validation, firmware, and software updates.
• Provide technical expertise regarding all video and access control system components.
• Conduct site audits, system certifications, and acceptance test plans.
• Support the coordination and execution of annual preventative maintenance, tracking compliance with contractual SLA’s and response timelines.
• Produce formal PM reports identifying tested systems, deficiencies, corrective actions taken, lifecycle and replacement recommendations.
• Troubleshoot technical issues to determine root causes, review logs, deploy fixes, and suggest preventative measures to improve processes.
• Respond to system outages and deficiencies, leading technical incident response and resolution with Motorola and Avigilon support teams.
• Set up, configure and test advanced analytics.
• Conduct in‑person and remote product demonstrations and lead technical discussions.
• Develop and maintain strong, productive relationships with the client’s internal IT staff, system integrators, and key security stakeholders.
• Communicate effectively with internal MSI cross‑functional teams (Sales, SEs, Project Management, Customer Success) regarding project scope, schedules, and deliverables.

• 5+ years of relevant field experience in a Video Management System (VMS) and Access Control (ACM) environment.
• 5+ 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.

• IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and multicasting.
• OS & Software:
  Installing, configuring, and troubleshooting various operating systems, software, and hardware.
• Diagnostics:
  Proficient at navigating and understanding both Wireshark and Power Shell (or equivalent tools). Systems:
  Able to access and navigate Dell iDRAC and HP iLO OSs.

• A Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or Technology.
• Must have one of the following certifications such as: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Target Base Salary Range: $95,000 - $100,000 USD

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