Technical Support Engineer

Motorola Solutions; Penang; On-site; MYR 56,000 - 100,000; Full time

Benefits offered by this job

Referral Payment Plan

Job summary

Motorola Solutions in Malaysia (Penang) seeks a Technical Support Engineer with a passion for technology to resolve customer issues. The role is largely office-based with occasional site visits to resolve problems that cannot be fixed remotely.

You will operate in a 2nd/3rd line capacity, interfacing with partners, field support, and development engineering. Strong analytical thinking and excellent communication are essential.

Qualifications

• Bachelor's degree in Telecommunications / IT / relevant field.
• Fluent English written and spoken; additional languages a plus.
• Willing to work original day shifts including weekends/public holidays.
• Strong analytical and problem solving skills.
• Excellent communication skills and attention to detail.
• Background in IT systems and ability to work in an international team.
• Experience with Android and mobile OS.

Responsibilities

• Develop understanding of Motorola Solutions Broadband products and architecture to support customers.
• Liaise between engineering and customers in written and spoken English.
• Take ownership of customer issues and ensure expectations are met.
• Follow Customer Issue Resolution processes.
• Use Motorola Solutions Broadband systems to reproduce and troubleshoot issues and learn future updates.
• Participate in system upgrades on customer premises.
• Review tools and approaches and recommend improvements or new functionality.
• Stay current on new and emerging technologies.
• Contribute to knowledge base articles.
• Comply with ISO27001 Information Security Policy.

Skills

Linux

Windows

Networking basics

VPN

IT troubleshooting

Android / mobile OS

English communication

Education

Bachelor's Degree in Telecommunications / IT / Relevant Field

Tools

Docker

VPN

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 Technical Support Organization (TSO) supports a global customer base for advanced and mission critical digital communications systems. These systems are the go-to technology for customers around the world who need clear, instant and reliable voice and data communications. The Broadband Push To Talk team is supporting the WAVE high-performance, mission critical PTT platform and related technologies. The WAVE can be linked to a private or public LTE network and Land Mobile Radio (LMR) networks, providing sub-second call performance to hundreds of thousands of users on ruggedized handhelds, two-way radios and consumer smartphones.

Job Description

We are seeking a strong graduate or someone interested in a technical support engineer role with a passion for technology and flawless analytical and communication skills. The position is a highly varied role focusing on the resolution of customer issues in a timely manner. The role is mainly office based; however travel to customer sites may be required in order to resolve those issues that cannot be resolved remotely.

The role is one of second/third line support with a primary interface to partners or field support teams on one side, and development engineering on the other. The department provides 24x7x365 cover to all our customers globally and as such all Technical Support Engineers will be expected to be part of the Out of Hours solution. You will be a team player and possess strong communication skills. You must also be flexible and adaptable, as well as be able to use your initiative to present and communicate ideas confidently. It is important you have excellent analytical thinking and problem solving skills as you will be expected to do your own research and investigation.

Responsibilities:

• Develop a high level of understanding of Motorola Solutions Broadband products and architecture to be able to support external and internal customers in the resolution of technical issues
• Liaise between the engineering departments and external as well as internal customers coherently in written and spoken English
• Take ownership of customers’ issues and ensure that customers’ expectations are met
• Follow Customer Issue Resolution processes
• Use Motorola Solutions owned Broadband systems to reproduce and/or troubleshoot customer issues, as well as to gain knowledge of future software updates
• Participate in System Upgrades on customer premises
• Review existing tools and approaches and make recommendations on improvements or new functionality
• Stay current on new and emerging technologies
• Contribute to knowledge base articles
• To comply with ISO27001 Information Security Policy

Basic Requirements:

• Bachelor's Degree in Telecommunications / IT / Relevant Field
• Fluent English both written and spoken (Other languages will be an advantage)
• Willing to work in permanent day shift roster (which include weekends and public holidays)
• Strong analytical and problem solving skills
• Excellent communication skills
• Attention to detail
• Diligent
• Ability to adapt quickly
• Background in IT systems
• Experience with Android and mobile OS
• Ability to work efficiently in an international team

Desirable:

• Around 2 years experience in a technical customer facing environment is a distinct advantage
• Fresh Graduates are welcome to apply
• Knowledge of ITIL is an asset

Technical Skills:

• Linux and Windows operating systems
• Virtualization (Dockers)
• VPN
• LAN/WAN support/operations
• IP routing protocols
• Hardware troubleshooting
• Basic Networking skills
• Basic Radio Telecommunications systems knowledge
• Database administration
• Network Security / Firewalls basics
• Knowledge of LTE (Long Term Evolution) technologies

Travel Requirements: Under 10%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

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.

Learn more at www.motorolasolutions.com.