WAVE Technical Support Engineer

Motorola Solutions; Penang; On-site; MYR 67,000 - 100,000; Full time

Job summary

Motorola Solutions Malaysia (Penang) is seeking a capable Technical Support Engineer to resolve customer issues in a timely manner. The role is mainly office based, with travel to customer sites for on-site resolutions when needed.

You will join a global team, provide 2nd/3rd line support across broadband platforms, and contribute to knowledge base articles. Fresh graduates are welcome; fluent English required; willingness to work a day shift roster including weekends/public holidays.

Qualifications

• Bachelor's Degree in Telecommunications / IT / Relevant Field.
• Fluent English both written and spoken (Other languages an advantage).
• Willing to work in permanent day shift roster (weekends and public holidays).
• Strong analytical and problem solving skills.
• Excellent communication skills.
• Attention to detail; Diligent; Able to adapt quickly.
• Background in IT systems.
• Experience with Android and mobile OS.
• Ability to work efficiently in an international team.
• Fresh Graduates are welcome to apply; ITIL knowledge is an asset.

Responsibilities

• Develop a high level understanding of Motorola Solutions Broadband products to support external and internal customers in the resolution of technical issues.
• Liaise between engineering and customers coherently in written and spoken English.
• Take ownership of customers’ issues and ensure expectations are met.
• Follow Customer Issue Resolution processes.
• Use Broadband systems to reproduce and troubleshoot customer issues and 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.

Education

Bachelor's Degree in Telecommunications / IT / Relevant Field

Fluent English

Strong analytical thinking

Excellent communication skills

Attention to detail

Diligent

Adapt quickly

Background in IT systems

Experience with Android and mobile OS

Ability to work in international team

Fresh graduates welcome

Knowledge of ITIL is an asset

Tools

Linux

Windows

Dockers/Virtualization

VPN

LAN/WAN support

IP routing basics

Network Security basics

LTE knowledge

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 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.

• 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 (Understanding of one or more of the following):

• 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

EOE 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.

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. Learn more at www.motorolasolutions.com.