OverviewTechnical Support Engineer role at Motorola Solutions. Join to apply for the Technical Support Engineer role at Motorola Solutions. Company overview describes a global team focused on safeguarding people and communities through critical communications, video security and command center technologies.Location: Edinburgh, Scotland, United Kingdom. This posting includes responsibilities, qualifications, and benefits relevant to the role.Job DescriptionThe Technical Support Engineer reports to the Support Manager and focuses on supporting internal and external stakeholders such as the frontline support team, Sales, Product and Engineering, as well as partners and customers of the Video Security and Access Control product portfolio. This is a multi-faceted role focused on handling escalations from frontline to Engineering Escalation Team, and upskilling frontline agents through coaching/mentoring and intelligent swarming. Success is defined by a team-first mindset, a thorough systematic approach to troubleshooting, and the ability to identify and address opportunities within the Support organization.
Responsibilities
Proactively collaborate with cross-functional stakeholders to uncover and solve user problems.
Communicate with product leads and engineers to capture use cases for product and process improvements.
Identify and flag product defects and issue trends; propose temporary workarounds as needed.
Work with engineering teams to drive resolution of defects and product improvements.
Influence troubleshooting best practices across technical stakeholders.
Act as KCS Champion and assist with creating and maintaining content in the knowledge base.
Lead with empathy, take ownership, and show urgency when resolving technical issues.
Document software, hardware, and network information concisely in a case management system.
Provide exceptional customer experience across calls, emails, chats, and escalations.
Prioritize between mentoring the support team, attending escalations, collaborating with engineering, and leading improvement projects.
Continuously learn new skills, technologies, and products; keep pace with Motorola Solutions innovations.
Leverage MSI product/process knowledge to mentor colleagues and support upskilling.
Basic RequirementsEducation / Experience
4-5 years of relevant IT experience with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a related field (asset); or a minimum of 7 years of relevant experience. Additional vocational/technical education is an asset.
Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ are beneficial.
Experience with Postgres databases is advantageous.
Experience with KCS Methodology and, optionally, management experience.
Internal MSI experience is preferred, including: expertise with Avigilon Unity Video Surveillance and Access Control products; knowledge of integrations and networking; scripting experience with PowerShell or similar.
Completion of related courses (assets): LIL6086: CCNA2: IP Connectivity and Services; LIL0858: CompTIA Security+: Governance, Risk, and Compliance; LIL6085: CCNA1: Network Fundamentals and Access.
Essential Skills
Strong troubleshooting capability and the ability to explain complex technical problems clearly.
Solid understanding of Motorola Solutions Video and/or Access Control products.
Excellent written and oral communication; ability to document and explain technical problems to customers with varying skill levels.
Strong problem-solving, organizational, and analytical skills; ability to resolve issues quickly and effectively.
Proficiency with the OSI model to troubleshoot network issues.
Ability to multitask, manage customer expectations, and maintain calm under pressure while handling escalations.
Self-starter who can work independently and collaboratively; agile, detail-oriented, and eager to learn.
Demonstrates a continuous learning mindset for evolving product lines.
Technical Proficiencies
IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting
Installing, configuring, and troubleshooting various operating systems, software, and hardware
Proficient with Wireshark and PowerShell or equivalent; able to access Dell iDRAC and HP ILO
Benefits and In Return For Your Expertise
Competitive salary and bonus schemes
Two weeks additional pay per year as holiday bonus
25 days holiday entitlement plus bank holidays
Attractive defined contribution pension scheme
Employee stock purchase plan
Flexible working options
Private medical care
Life assurance
Enhanced maternity and paternity pay
Career development support and learning opportunities
Employee health and wellbeing support (EAP)
Carbon-neutral initiatives/goals
CSR initiatives including volunteering days
Well-known company discount scheme
Travel and RelocationTravel: Under 10%; Relocation: Domestic
Position Type and OtherPosition Type: Experienced; Employment type: Full-time; Referral Payment Plan: No
Company and EEOCompany: Motorola Solutions UK LimitedEEO 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 committed to a people-first culture and welcome applicants who feel they would be a strong addition to the team.
Note: This posting may include references to related roles and locations as context; focus on the Technical Support Engineer role described above.
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