Technical Support Engineer

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

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 is supporting 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.

Job Description

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 partners or field support teams on one side, and development engineering on the other.

The department provides 24x7x365 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...