Technical Support Engineer - Applications and OS

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

Motorola Solutions connects people through technology. Public safety and commercial customers around the world turn to Motorola Solutions innovations when they want highly connected teams that have the information they need throughout their workdays and in the moments that matter most to them.

The Technical Support Operations (TSO) department are post-sale systems engineers supporting 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 offer a portfolio of digital radios, infrastructure and applications which enable voice and data communications that allows our customers to instantly communicate, ease decision-making and provide seamless coordination in even the harshest of environments.

A TSO Applications and OS Systems Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

We are seeking an experienced support engineer or system engineer with a passion for technology and flawless analytical and communication skills.

The role is based on a flexible, hybrid work model with possibility of full-time remote work. 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 Rota.

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 products and architecture 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.

• Degree in Engineering, Computer Science, Telecommunications or similar
• Minimum 1 year of experience in Technical Support or System Administration Engineer role (IT systems, Software Applications, Server Hardware )
• Understanding of ITIL framework/methodology and ITIL foundation
• Background knowledge of Operating Systems including Linux/UNIX, Windows and Virtualization Technology (VMare ESXi, KVM etc.) administration. Software Applications development background would be a strong advantage
• Understanding of network protocols
• Ideally having previous experience in Systems and Software Engineering, Mobile Telecoms including Tetra, LTE, UMTS/GSM. 
• Ability to understand the complexity of systems architecture
• Demonstrated strong troubleshooting skills, the experience and diligence to work on their own, within a team and with other stakeholders to deliver high quality solutions.
• An ability to deliver against challenging deadlines with a flexible approach to the demands of the role.
• Open and direct communication with excellent oral and written communication skills in English

Desirable:

• Basic Networking skills (Intermediate-Advanced preferable)
• Basic Radio Frequency Telecommunications systems understanding 
• Experience in Network Security, patching software and Antivirus Management