Post Sale System Support Engineer - Networks

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Technical Support Organization (TSO) supports a global customer base for advanced and mission critical digital communications systems.
These systems are the go-to technology for customers around the world who need clear, instant and reliable voice and data communications.
TETRA and LTE solutions offers portfolio of digital radios, infrastructure and applications which enables voice and data communications that allows our customers to instantly communicate, ease decision-making and provide seamless coordination in even the harshest of environments.

We are seeking a strong graduate or experienced technical support engineer with a passion for technology and good communication skills. The role is a highly varied role focusing on the resolution of customer issues in a timely manner. The role is mainly office based; however, travel to customer sites may be required in order to resolve those issues that cannot be resolved remotely.
The role is one of second/third line support with a primary interface to the field support teams (either Motorola Solutions or customer) on one side and development engineering on the other.
The department provides 24*7*365 cover to all our customers and as such all Technical Support Engineers will be expected to be part of the Out of Hours solution. At present this cover is achieved via an On-Call Rotation.

You will be a team player and possess strong communication skills. You must also be flexible and adaptable, as well as be able to use your initiative to present and communicate ideas confidently. It is important you have excellent analytical thinking and problem-solving skills as you will be expected to do your own research and investigation.

• Develop a high level of understanding of Motorola Solutions TETRA network and data solutions to be able to support external and internal customers in the resolution of technical issues.
• Liaise between the engineering departments and external as well as internal customers coherently in written and spoken English.
• Take ownership of customers’ issues and ensure that customers’ expectations are met.
• Follow Customer Issue Resolution processes.
• From time to time, visit customer sites across the EA region in order to resolve those issues that cannot be resolved remotely.
• Use Motorola Solutions owned TETRA systems to reproduce and/or troubleshoot customer issues, as well as to gain knowledge of future software updates.
• Participate in System Upgrades on customer premises.
• Review existing tools and approaches and make recommendations on improvements or new functionality.
• Review and recommend improvements to procedures.
• Stay current on new and emerging technologies.

• Attention to detail
• Strong analytical and problem solving skills
• Excellent communication skills
• Diligent
• Able to adapt quickly
• Ability to work efficiently in an international team
• Background in IT systems
• Experience in a technical customer facing environment is a distinct advantage
• Ability to understand the complexity of systems architecture
• Knowledge of ITIL is an asset

Desirable:

• Basic Networking skills (Intermediate-Advanced preferable)
• Basic Linux, UNIX, Windows operating systems (Intermediate-Advanced preferable)
• Hardware / Virtualization troubleshooting
• Basic Radio Frequency Telecommunications systems understanding
• Network security