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 OverviewTechnical Support Operation (TSO) supports a global customer base for advanced digital communications systems. These systems are the go-to technology for customers around the world who need clear, instant and reliable communications. MOTOTRBO offers a portfolio of digital radios, infrastructure and applications which enables voice and data communications allowing our customers to instantly communicate, facilitate decision-making and provide seamless coordination in even the harshest of environments. TSO Technical Support Engineer (TSE) provides second line support to our mission and business critical customers. The role is highly varied with main emphasis on the resolution of service requests in terms of incident resolution, problem root causing and technical request fulfillment in the most timely manner possible. In order to achieve this you act as the primary interface to communicate with customers, Motorola Solutions field teams and development engineering. The role is mainly office based; however, travel to customer sites may be required in order to expedite service requests that cannot be resolved remotely. Although the role is focused on MOTOTRBO technology and its associated products, you will be expected to develop a broader knowledge of the technologies the systems interfaces with, e.g. Computer Aided Dispatch or VOIP communications systems, in order to provide a better support experience to our customers.
Job Description
To give direct Tier 2 technical support to MOTOTRBO customers from the APAC region by responding via phone and email to technical support tickets raised by the Service Desk.
To take ownership of customer reported issues and queries and ensure that the customer's expectations are met, as well as to regularly update and manage technical support tickets.
To liaise between customers and internal departments in written and spoken English.
To use technical support equipment to reproduce customer system configurations and resolve problems. Training on supported products will be provided.
Able to self monitoring and responsibility all the jobs on hand and meeting KPI threshold
Have troubleshooting skills able to help address customer issue in a timely manner
Be available to work on call for after hours and weekend emergency support on rotation method.
Able to travel on a project basis for system installation and integration.
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Basic Requirements
Experience in a customer facing environment and with a technical support background will be a definite advantage.
Bachelor’s or Master’s degree or equivalent
Good analytical skills and attention to detail.
Fluent speaking and writing in English.
IT knowledge able to operate and interpret server and network data.
Optional skills (not required, but would be a definite advantage):
IP Networking Skills
Radio Communication Background (RF Frequency)
Knowledge of ITIL
Optional skills (not required, but would be a definite advantage):
IP Networking Skills
Radio Communication Background (RF Frequency)
Knowledge of ITIL
Knowledge of Virtualization Technology such as (VMware, KVM, Cloud and Hypervisor)
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes
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.