Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to 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.



We are seeking a strong graduate or experienced Network & Data Systems Engineer to join our TSO Network & Data 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 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.

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\xe2\x80\x99 issues and ensure that customers\xe2\x80\x99 expectations are met

Follow Customer Issue Resolution processes.

From time to time, visit customer sites across the APAC 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.

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Basic Requirements

Degree in Engineering, Computer Science, Telecommunications or similar

Minimum 1 year of experience in Technical Support or Network Engineer role (Network Consulting Engineer, Network Administrator, Network Operator, Network Specialist)

Understanding of ITIL framework/methodology and ITIL foundation

Background knowledge of Network Technology, protocols, and general concepts, related to the Internet, Firewalls, LANs, WLANs, WANs and other Network components.

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

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

Desirable:

Basic Networking skills (Intermediate preferable).

Basic Linux, UNIX, Windows operating systems (Intermediate preferable).

Hardware / Virtualization troubleshooting.

Basic Radio Frequency Telecommunications systems understanding.

Basic Network Security Knowledge.

Travel Requirements Over 50%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

Motorola Solutions