Job Description We are seeking a strong graduate or someone interested in a technical support engineer role with a passion for technology and flawless analytical and communication skills.Able to troubleshoot complicated, cross-platform issues handling OS, Networking, and Database in a cloud-based SaaS environment and handle live production incidents, debug/troubleshoot application and infrastructure issuesTroubleshoot, debug and drive 'Push-To-Talk' solution issues to resolution by joining live troubleshooting calls with customers, capturing application logs, and network captures, and escalating the issue to a next-level engineer if necessary.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 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 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 on call support.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 issuesLiaise 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 metFollow Customer Issue Resolution processesUse Motorola Solutions owned Broadband systems to reproduce and /or troubleshoot customer issues, as well as to gain knowledge of future software updatesReview existing tools and approaches and make recommendations on improvements or new functionality.
Stay current on new and emerging technologiesContribute to knowledge base articlesTo comply with ISO27001 Information Security Policy #LI-TK1Basic RequirementsEssential: Able to communicate fluently in English both written and spoken (Other languages will be an advantage)Bachelor's Degree in Telecommunications / IT / Relevant FieldStrong analytical and problem solving skillsBasic Networking Protocols A background in Linux/Unix AdministrationWeb-based applications debuggingDocker and Azure Basics [Understanding of Virtualized Environments]Basic understanding of AWS Cloud WatchAble to tackle customer callsAttention to detailExperience with Android and mobile OSAbility to work efficiently in an international teamDesirable:Around 2 years experience in a technical customer facing environment is a distinct advantageKnowledge of ITILAzure DevOps Database administration??Linux Administration and Shell ScriptingKubernetes and DockerVPNHardware troubleshootingBasic Networking skillsBasic Radio Telecommunications systems knowledgeNetwork Security / Firewalls basics Knowledge of LTE (Long Term Evolution) technologies Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesEEO StatementMotorola 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 you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.
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