Technical Support Engineer II

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 OverviewMotorola Solutions connects people through technology. Public safety and commercial customers around the world turn to Motorola Solutions innovations when they want highly connected teams that have the information they need throughout their workdays and in the moments that matter most to them.

The Technical Support Operations (TSO) department are post-sale systems engineers supporting 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.
TETRA and LTE solutions offer a portfolio of digital radios, infrastructure and applications which enable voice and data communications that allows our customers to instantly communicate, ease decision-making and provide seamless coordination in even the harshest of environments.
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 RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYesCompanyMotorola Solutions Systems Polska Sp.z.o.o

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.

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