Technical Support Engineer

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.

This role is hybrid with majority of the week working out of the Leicester offices.

The role is primarily responsible for conducting investigations into client issues and ensuring that problems are resolved within contracted SLA’s. It is expected that the employee will, once trained, be able to liaise with clients to discuss problems in their supported applications using their domain terminology and then own issues until resolution. This will primarily involve conducting technical investigations, providing patches or workarounds, escalating calls, and liaising with product specialists, preparing replies to clients in a form they can understand and updating the support toolset/support procedures.

The role also has wider team responsibilities including answering support phone calls, giving advice and assistance, updating of call records, handling system upgrades and other application/platform support functions

Responsibilities:

• Provide expert-level technical support for the whole of our product and service catalogue.
• Lead the response on major incidents and ensure timely resolution.
• Work closely with product and testing teams to address and resolve customer issues.
• Perform root cause analysis to identify underlying problems and implement effective solutions.
• Assist with the on-going maintenance of customer environments, ensuring solutions are kept up-to-date and secure.
• Create and maintain knowledge base articles, technical guides, and FAQs to assist both customers and support staff, ensuring documentation is clear, accurate and accessible.
• Be part of an on-call rota, available for after-hours support to handle urgent issues and ensure continuous service availability. (on-call allowance included).
• Assist in the implementation of process improvements to enhance support efficiency and customer satisfaction.
• Build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction.
• Participate in projects related to product enhancements, migrations and deployments for in-life customers.
• Provide recommendations on how we can improve the quality, deliverability and supportability of our products.

Person specification:

• Proven experience as an application support engineer or in a similar role within the software
• industry.
• Experience in a customer facing role.
• Exceptional organisational and communication skills.
• Understand ITIL methodologies.
• Ability to identify and manage risks effectively, with a proactive approach to problem solving.
• Strong analytical skills with the ability to interpret and present data clearly.
• Ability to work under pressure and meet tight deadlines.

Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain.

In return for your expertise, we’ll support you in this new challenge with coaching and 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.
• Employee stock purchase plan.
• 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.

#LI-KTB

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.