Customer Support Engineer

motorolasolutions; Greater London; Remote; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Bonus schemes

Holiday entitlement

Private medical insurance

Pension scheme

Employee stock purchase plan

Flexible working options

Career development support

Wellbeing support

CSR initiatives

Job summary

Motorola Solutions UK Limited is hiring a Customer Support Engineer (UKFSO) based in Central London with national and international travel. You will configure, verify and support Tetra/IP network solutions, document changes and ensure timely issue resolution during deployment.

Eligibility includes a university degree and 3+ years of deployment experience, plus SC/NPPV3 security clearance and UK residency for 5+ years. Role demands on-call work and strong collaboration with teams and customers.

Qualifications

• University degree or equivalent qualification is preferred.
• 3+ years deploying and integrating complex IP products and systems.
• Experience with installation, administration and troubleshooting TCP/IP networks and Tetra systems.
• Knowledge of virtualization, Windows servers and databases is required.
• Security clearance SC/NPPV3 is required for the role, UK residency for 5+ years.

Responsibilities

• Configure systems for assigned solutions and perform site verifications.
• Support customers and channel partners during production cutover.
• Document all changes during deployment and maintain project documentation.
• Resolve installation/quality issues promptly and maintain SLA adherence.
• Contribute to Methods of Procedure and pre-contract customer discussions.
• Maintain SME skills and participate in ongoing self-study.

Skills

Collaborative teamwork

Communication skills

Critical thinking

On-call availability

Calm under pressure

Initiative

Education

University degree desired

Tools

VMware ESXi

Microsoft Hyper-V

Microsoft SQL Server

Windows Server

Cisco IOS

Fortinet Fortigate

TCP/IP Networking

Tetra systems

Job description

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

UK Field Service Organization is led by a group of dedicated Radio System & IP Network based professional engineers who bring together a wide range of skills and experience that provide system support to customers UK wide with the best possible maintenance solution.

You will be part of a unique engineering team who performs systems integration, maintenance & upgrades to our Tetra based network systems for our customers to protect and serve them in any given moment

Job Description

The Customer Support Engineer (UKFSO) is ultimately accountable for the system being implemented based on the site design specifics including the on-site configuration, testing, cut and post cut support for Motorola’s solutions.

The Customer Support Engineer may also provide consultation to both internal and external customers on complex solutions being deployed in the field.

Responsibilities include:

This role is primarily based in Central London, with occasional travel nationally and internationally as part of the role.

• Performs system configuration for all supported and assigned solutions.
• Performs site Verification Testing prior to cutting a site into a production environment.
• Provides support to Customer and Channel Partners while cutting the solution into a production environment.
• Documents all changes to the solution that may occur during the implementation phase of the project.
• Ensures that installation/quality issues are resolved in a timely and efficient manner.
• Ensures that project specific documentation is stored as appropriate.
• Participates in the development and approval of Methods of Procedure.
• Participates in pre-contract oral presentations and customer negotiates as required.
• Maintains subject matter expert skills.
• Learns on his/her own on and off the job.

Basic Requirements

Academic and Technical Qualifications:

• University degree desired.
• 3+ plus years’ deployment and integration of complex IP products and systems

• Experience with installation, administration and troubleshooting of:
• TCP/IP Networking Qualification.
• Tetra systems based knowledge.
• Server Virtualization, specifically with VMWare ESXi v.6+ and\or Microsoft Hyper-V 2012+
• Database Servers, specifically with Microsoft SQL Server 2008 R2\2012\2016
• Server Operating Systems, specifically Windows 10 Pro\ Windows Server 2008 R2\2012\2012 R2\2016
• Network Switches, preferably with Cisco IOS
• Firewalls and Routers, preferably with Fortinet Fortigate
• Storage Systems (SAN AS\DAS),
• Server Hardware, including blade servers
• Loading Configuration file on network equipment.

• Previous experience in Public Safety Applications deployment and integration and/or operations and administration preferred.
• Exercises judgment in selection of methods and techniques for obtaining solutions.
• Have had experience in a technology Field role, supporting a wide range of products
• Security Clearance is required for this role, SC and NPPV3, so you would need to be a resident of the UK for a minimum of 5 years.

Core Competencies

• Ability to work collaboratively with his peers\regional and territorial management.
• Ability to effectively communication with relevant peer and seniors.
• Ability to apply critical thinking skills to solve problems and make decisions.
• Meeting contract SLA’s 4 and 8 hours.
• On-call (7days 24/7).
• Often long periods of unsociable hours working (typical 22:00 to 08:00)
• Must remain calm under pressure.
• Self motivated with initiative reliable.
• Ability to work in a team.

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.

#LI-ST2

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.