17 Oct
Motorola Solutions
Edinburgh
Job description
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 require out of hours support on a rotational basis providing full wrap around on call support in a rotation.
The position canrequire 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
Required experience :
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.IT Technical Support Experience.
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
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-AR1
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Company
Motorola Solutions UK Limited
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
▶️ Customer Technical Support Engineer
🖊️ Motorola Solutions
📍 Edinburgh