Customer 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s 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

The role will be based out of the offices with a wide-ranging remit covering multi-site body-worn video systems for a worldwide customer base, including remotely supporting customers via direct support and escalations via other Motorola Support Desks working to ensure system availability is maintained in line with defined service level agreements.

Job Description

As a Customer Technical Support Engineer, you will be a key player in an exciting managed service, customer-interfacing role that couples technical and client relationship skills to successfully implement and support our product range.

You will be working directly with customers, so you must demonstrate a proven ability to work in different environments under pressure. The position will potentially require providing full wrap around on call support in a rotation. The position can require travel to various customer sites. You must have a clean UK driving license and be in a position to obtain specific Security Clearances.

Job Responsibilities:

• Act as the main point of contact for customers for any complaints, inquiries and issues.
• Provide remote break/fix support and update tickets within the customer Service Level Agreement.
• Travel to customer sites to provide user support.
• Provide technical escalation and reporting for incidents.
• Monitor issue resolution status and duration – own issues on behalf of the customer.
• Provide and schedule guidance and training to customers about product operation and maintenance procedures.
• Update technical manual and reference guides with the recent product updates and developments.
• Continuously acquire necessary product expertise.
• Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities.
• Participate in industry events, conferences, meetings, etc to develop business networking and references.
• Help meet all operational goals: being willing to cross functional boundaries as and when required.
• Providing Tier 1,2 and 3 support on our hardware and software products, liaising with R&D team as and when required.
• Delivering customer professional services.
• Out of hours support on a rotational basis.

Basic Requirements

• Strong Microsoft Windows Server skills.
• Storage fundamentals (including Cloud).
• Cloud Knowledge, AWS and Azure.
• Good understanding of networking including switches, firewalls and trouble-shooting.
• Customer Service.
• Good working knowledge of PC and other hardware troubleshooting skills.
• Technical Support.

Required licence or certification:

• Driver licence.
• AWS certification an advantage.

Require Security Clearance:

• Please note this role does require NPPV Level3, so you do need to hold the right to work in the U.K. and have lived in the U.K. for the last five years (if not already obtained this will be processed).

The ideal candidates will possess:

• Good working knowledge of PC and other hardware troubleshooting skills
• Strong Microsoft Windows Server skills
• Good understanding of networking including switches, firewalls and trouble-shooting
• Storage fundamentals (including Cloud)
• Knowledge of Cloud technologies and principles
• Strong interpersonal skills
• French or German speaker an advantage
• Be able to communicate and influence Senior peer group
• Strong customer and client focus
• Proven ability to implement multi-site systems comprising networked elements
• Diligent and motivated - willing to train, learn and develop into the role (with a unique, technical product)
• Team Player
• Influencing, negotiations and development skills
• Communication – excellent level written and oral communications skills
• Proven track record of achievement

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus)
• 25 days holiday entitlement + bank holidays
• Attractive defined contribution pension scheme
• Private medical insurance
• Employee stock purchase plan
• Flexible working options
• Life assurance
• Enhanced maternity and paternity pay
• Career development support and wide ranging learning opportunities
• Employee health and wellbeing support EAP, wellbeing guidance etc
• Carbon neutral initiatives/goals
• Corporate social responsibility initiatives including support for volunteering days
• Well known companies discount scheme

'We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees.’

CONNECT WITH A CAREER THAT MATTERS

We’re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline – mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready – in the day-to-day moments, and in the moments that matter most.

#LI-LM2

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes