Technical Support Engineer II - Network & Data

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. The role is one of second/third line support with a primary interface to the field support teams and development engineering. This role involves developing a high level of understanding of Motorola Solutions TETRA products and architecture, liaising with engineering and customers, and taking ownership of customer issues.

Must Have

• Research, diagnose, troubleshoot, and resolve customer issues
• Work with different systems, software, and hardware
• Follow standard procedures to escalate unresolved issues
• Develop high understanding of Motorola Solutions TETRA products and architecture
• Liaise between engineering departments and customers
• Take ownership of customers’ issues
• Follow Customer Issue Resolution processes
• Visit customer sites for remote-unresolvable issues
• Use Motorola Solutions owned TETRA systems for reproduction/troubleshooting
• Participate in System Upgrades on customer premises
• Review and recommend improvements to tools and procedures
• Stay current on new and emerging technologies
• Define and create problem (RCA) documentation
• Open and direct communication with excellent oral and written English skills

Good to Have

• Previous experience in Systems and Software Engineering
• Experience in Mobile Telecoms (Tetra, LTE, UMTS/GSM)
• Advanced Networking skills
• Advanced Linux, UNIX, Windows operating systems
• Hardware / Virtualization troubleshooting
• Advanced Radio Frequency Telecommunications systems understanding
• Advanced Knowledge of Network security

Perks & Benefits

• Contract of Employment (UoP)
• Private medical coverage
• Multisport
• Life insurance (two annual incomes)
• Employee Stock Purchase Plan (15% discount for buying Motorola’s Stock units)
• Employee Pension Plan (3.5% of the month’s salary gross)
• Yearly salary increase (depends on individual performance)
• Yearly bonus (depends on company performance)
• Flexible working hours
• 8 hours working day (30 minutes lunch break included)
• Hybrid/remote work

Job Description

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.

Travel to customer sites may be required in order to resolve 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’ issues and ensure that customers’ expectations are met
• Follow Customer Issue Resolution processes.
• From time to time, visit customer sites across the EA 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.

Basic Requirements

• Degree in Engineering, Computer Science, Telecommunications or similar
• Minimum 2/3 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 advanced 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
• Fluent and experienced with AI-enhanced productivity tools.
• Demonstrated ability to adapt and stay current with the rapidly evolving AI landscape, new algorithms, and research advancements.
• Understanding of AI Ethics principles, including bias mitigation, fairness, transparency, and model explainability.

Desirable:

• Advanced Networking skills (Intermediate-Advanced preferable).
• Advanced Linux, UNIX, Windows operating systems (Intermediate-Advanced preferable).
• Hardware / Virtualization troubleshooting.
• Advanced Radio Frequency Telecommunications systems understanding.
• Advanced Knowledge of Network security.

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.

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 work, you’ll get the following:

• Contract of Employment (UoP)
• Private medical coverage, Multisport
• Life insurance (two annual incomes),
• Employee Stock Purchase Plan – 15% discount for buying Motorola’s Stock units,
• Employee Pension Plan – 3,5 % of the month’s salary gross, which goes to the retirement account
• Yearly salary increase (depends on individual performance)
• Yearly bonus (depends on company performance)
• Flexible working hours (usually day starts between 7-10),
• 8 hours working day (30 minutes lunch break included).
• Hybrid/ remote work

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes