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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The role will be based out of the Motorola Solutions offices in Edinburgh 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 at Motorola Solutions , 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.
• 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.
• Travel to customer sites to provide user support.
• Out of hours support on a rotational basis.
• Currently Hybrid working - 2 set days in Edinburgh Office eash week

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