Job Description
Company Overview
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here 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 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 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 issues
Troubleshoot, 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 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
Review existing tools and approaches and make recommendations on improvements or new functionality.
Stay current on new and emerging technologies
Contribute to knowledge base articles
To comply with ISO27001 Information Security Policy
Basic Requirements
Essential:
Able to communicate fluently in 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
Basic Networking Protocols
A background in Linux/Unix Administration
Web-based applications debugging
Docker and Azure Basics [Understanding of Virtualized Environments]
Basic understanding of AWS Cloud Watch
Able to tackle customer calls
Attention to detail
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
Azure DevOps
Database administration
Linux Administration and Shell Scripting
Kubernetes and Docker
VPN
Hardware troubleshooting
Basic Networking skills
Basic Radio Telecommunications systems knowledge
Network Security / Firewalls basics
Knowledge of LTE (Long Term Evolution) technologies
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.
Annual Leave maximum of 30 working days (on pro-rata basis at rate of 2.5 working day leaves for every month of service).
Employee stock purchase plan.
Life assurance.
Group Medical Fixed Floater Sum Insured of INR 600,000 per family (enroll up to 5 dependents, incl. spouse, children and parents*, can be covered).
Enhanced maternity and paternity pay.
Educational Assistance Policy.
Career development support and wide ranging learning opportunities.
Employee health and wellbeing support, wellbeing guidance etc.
Corporate social responsibility initiatives including support for volunteering days.
Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
EEO Statement
Motorola 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. To request an accommodation, please email [Confidential Information].
