Job Description

Company Overview

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 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.

The Broadband Push To Talk team will support the WAVE high-performance, mission critical PTT platform and related technologies. The WAVE can be linked to a private or public LTE network and Land Mobile Radio (LMR) networks, providing sub-second call performance to hundreds of thousands of users on ruggedized handhelds, two-way radios and consumer smartphones.



We are seeking a strong graduate or someone interested in technical support engineer role with a passion for technology and flawless analytical and communication skills.

The position 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 globally and as such all Technical Support Engineers will be expected to be part of the Out of Hours solution.

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 Broadband 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.

Use Motorola Solutions owned Broadband 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.

Contribute to knowledge base articles.

To comply with ISO27001 Information Security Policy

#LI-TK1

Basic Requirements

Essential:

Fluent English both written and spoken (Other languages will be an advantage)

Bachelor's Degree in Telecommunications / IT / Relevant Field

Strong analytical and problem solving skills

Excellent communication skills

Attention to detail

Diligent

Ability to adapt quickly

Background in IT systems

Willing to work in permanent day shift roster (which include weekends and public holidays)

Experience with Android and mobile OS

Ability to work efficiently in an international team

Desirable:

Around 2 years experience in a technical customer facing environment is a distinct advantage

Knowledge of ITIL is an asset

Technical Skills (Understanding of one or more of the following):

Linux and Windows operating systems

Virtualization (VMWare)

VPN

LAN/WAN support/operations

IP routing protocols

Hardware troubleshooting

Basic Networking skills

Basic Radio Telecommunications systems knowledge

Database administration

Network Security / Firewalls basics

Knowledge of LTE (Long Term Evolution) technologies

Travel Requirements Under 10%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes