Senior Engineer Services Support

Motorola Solutions

Rugby

Hybrid

GBP 42,000 - 62,000

Full time

3 days ago

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Benefits offered by this job

Competitive salary and bonus schemes

Two weeks additional pay per year (hol

25 days holiday entitlement + bank|hol

Attractive defined contribution p ensi

Private medical insurance

Employee stock purchase plan

Flexible working options

Life assurance

Enhanced maternity and paternity pay

Career development support and wide-r

Employee health and wellbeing support

Carbon neutral initiatives

Job summary

Motorola Solutions UK is seeking a technically versatile incident and support engineer. You will investigate incidents, gather information for resolution, and ensure proper escalation and documentation.

The role combines remote work with occasional travel to Rugby, requiring strong troubleshooting, ITIL practices, and customer-facing communication. Experience with VMware/NSX, Windows Server, SQL, SIP/WebRTC, and Azure is important, with on-call responsibilities and potential SC clearance.

Qualifications

Fundamental knowledge of VMware and NSX.
Experience with Microsoft Server family including core servers, HA, IIS, ARR, and file shares.
Fundamental knowledge of networking, WAN, routing and load balancing.
Experience with Microsoft SQL databases.
Experience with SIP technologies including WebRTC and Azure.
Strong troubleshooting and problem-solving skills.
Experience with customer-facing activities.
ITIL Foundation certification is desirable.
On-call work experience and ability to handle incidents.

Responsibilities

Investigate incidents and gather information to enable resolution.
Ensure incidents are handled per procedures and priorities.
Diagnose incidents and inform customers of actions taken.
Escalate unresolved incidents and facilitate recovery post-resolution.
Document resolution steps and close resolved incidents.
Investigate escalated/high-impact incidents with service owners.
Maintain infrastructure services and monitor performance and security events.
Automate routine admin tasks using standard tools and scripting.

Skills

VMware

NSX

Microsoft Server Family

IIS and ARR

Networking fundamentals

Microsoft SQL

SIP / WebRTC

Azure

Troubleshooting

Customer-facing experience

Web Map Services

REST API interfaces

ITIL Foundation

On-Call readiness

AI-enabled productivity tools

NPPV3 and SC clearance (UK resident 3+

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

The UK Software Enterprise Support team maintains and supports IAAS, Pronto Hosted Services and the Guardian Public Safety Solution.

Pronto Hosting Services is part of the Pronto suite of applications from Motorola Solutions, which enables officers to access information in national and local databases on a mobile device whilst in the field. They can then reuse that information to complete processes digitally, as well as to manage and submit accurate information directly from the front line. From road traffic and community policing to criminal justice, crime investigations and back-office management support, Pronto delivers totally paperless policing to the front-line, reducing complexity and enhancing effectiveness.

Guardian Public Safety Solution is a mission critical secure control room solution providing integrated voice, data, CAD and multimedia communications hub to harness the power of a software as a service, simplifying control room IT management and reducing risk with ongoing enhanced communication functionality to meet the needs of the UK's emergency services.

Job Description

This role is primarily remote with occasional travel into our Rugby offices.

Provides incident investigation and gathers information to enable incident resolution, ensures that incidents are handled according to agreed procedures, Priorities, diagnoses incidents and advises relevant persons/customers of actions taken.

Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents.

Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners to minimise probability of recurrence.

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Provisions/installs, configures and maintains infrastructure services and components. Monitors, measures and reports on infrastructure load, performance and security events. Identifies operational issues and contributes to their resolution. Carries out agreed operational procedures, including backup/restore, using supplied infrastructure tools and scripts. Carries out agreed system software maintenance tasks. Automates routine system administration tasks to specifications using standard tools and basic scripting.

Maintains knowledge management systems and content to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge.

Provide a 24/7 support service utilizing an on call pattern.

Basic Requirements

Person specification:

Fundamental Knowledge of VMware and NSX
Fundamental Knowledge of Microsoft Server Family including core servers, High availability always on clustering, IIS (web hosting), Application Request Routing, file shares.
Fundamental Knowledge of network principles, WAN technologies, routing and Global Load balancing.
Fundamental Knowledge of Microsoft SQL
Experience with SIP technologies including WebRTC.
Experience with/architecting or supporting Azure
Strong troubleshooting and problem-solving skills.
Strong business/customer facing experience
Experience/Desirable with Web Map Services
Experience/ Desirable with REST API interfaces
ITIL Foundation
Must be able to work 'On-Call
Experienced with AI-enhanced productivity tools
Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain

Benefits

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: