Technical Support Engineer II Systems

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Department Overview

Job Description

We are seeking a strong graduate or experienced Systems Engineer to join our TSO DIMETRA Systems team that 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 a senior or 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.

Travel to customer sites may be required in order to resolve 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 that you have excellent analytical thinking and problem-solving skills as you will be expected to do your own research and investigation.

Scope of Responsibilities:

• 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.

Basic Requirements

• Degree in Engineering Computer Science Telecommunications or similar position

• Minimum 2/3 years of experience in Technical Support Network Engineer role or similar position

• 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 advanced 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 to resolve network-related operational requests and incidents with a flexible approach to the demands of the role.

• Fluent and experienced with AI-enhanced productivity tools.

• The role also requires you to define and create problem (RCA) documentation for both customers (external) and knowledge base (internal) articles.

• Open and direct communication with excellent oral and written communication skills in English

• Understanding of ITIL framework/methodology and ITIL foundation

Desirable:

• Networking skills

• Advanced Linux UNIX Windows operating systems

• Hardware / Virtualization troubleshooting.

• Radio Frequency Telecommunications systems understanding.

• Knowledge of Network security.
  

In return for your expertise well support you in this new challenge with coaching & development every step of the way. Also to reward your work youll get the following:

• Contract of Employment (UoP)

• Private medical coverage Multisport

• Life insurance (two annual incomes)

• Employee Stock Purchase Plan 15% discount for buying Motorolas Stock units

• Employee Pension Plan 35 % of the months salary gross which goes to the retirement account

• Yearly salary increase (depends on individual performance)

• Yearly bonus (depends on company performance)

• Flexible working hours (usually day starts between 7-10)

• 8 hours working day (30 minutes lunch break included).

• Hybrid/ remote work

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Company

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.