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The EA Systems Support Centre (ESSC) supports a global customer base for advanced two-way radio communications systems, mainly based upon an IP backbone. The systems cover the TETRA standard (of which Motorola Solutions are market leaders) and also APCO based systems. This is a rapidly expanding market with high growth expected. The Technical Support Engineer (TSE) 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 roles in the ESSC are based around technology areas and particular products used within the systems, however you will need to develop a broader knowledge of all products within these systems. 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. |
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1. 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.
2. Liaise between the engineering departments and external as well as internal customers coherently in written and spoken English.
3. Take ownership of customers' issues and ensure that customers' expectations are met.
4. Follow Customer Issue Resolution processes.
5. From time to time, visit customer sites across the EA region in order to resolve those issues that cannot be resolved remotely.
6. Use Motorola Solutions owned TETRA systems to reproduce and/or troubleshoot customer issues, as well as to gain knowledge of future software updates.
7. Participate in System Upgrades on customer premises.
8. Stay current on new and emerging technologies.
- Bachelor's or Master's degree
- Attention to detail
- Good analytical skills
- Ability to work efficiently in an international team
- Very good English language skills
- Background in Telecommunications/Datacommunications systems
- Experience in a technical customer facing environment is a distinct advantage
- Russian language is an advantage
Technical skills (some of the following):
- Linux, UNIX and other operating systems
- Virtualization
- VPN
- SNMP Fault Management
- Database administration
- LAN/WAN support/operations
- IP protocols
- Network Management
- Radio Telecommunications systems
- Video/CCTV solutions
- Network security
- Linux, Cisco, SUN or HP accreditation
- Dimetra, Tetra, Astro, APCO systems knowledge
- System DBA
- VoIP
- TETRA, LTE