System Engineer

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

TSO ASTRO LMR delivers technical support and related services to customers including Motorola Associates, Business Partners, VAR’s, Strategic Alliance Partners, OEM’s and End Users primarily in the segments of mission critical communications. Leveraging in-depth IT knowledge, analytical skills and radio trunking concepts, TSO ASTRO LMR ensure that customers’ operate at their optimal performance, availability and reliability with minimal or no interruptions to their communications systems. TSO ASTRO LMR also provides support for contract entitlement verification, problem solution and change management.

Job Description

• Provide Level 2 & 3 Technical Support through email, phone, remote access or on-site, based on the ITIL framework.
• Research and develop fixes for common problems.
• Apply strong communication, analytical and organizational skills to ensure that incidents and requests are resolved in a timely manner.
• Working to align with our CIR process to meet organizational metrics and goals.
• Maintain proper governance, documentation and reporting for all support cases, inclusive of information on characterization, restoration and resolution
• Troubleshoot, root cause and resolve P25 Infrastructure, IP networking and mobile radio communications issues.
• Escalate urgent cases requiring more advanced knowledge to appropriate internal resources
• Collaborate and engage with various global technical organizations when determining optimal customer solutions.
• Write and update knowledge base articles
• May participate in special projects and teams for continuous improvement or transition
  
  

Basic Requirements

• Candidate must have a Bachelor’s degree or Masters in Information Technology (IT) field of Information Systems Engineering, Computer Science, Computer Engineering, electrical or telecommunication field
• Strong skills in systematic troubleshooting and problem analysis, with an understanding of customer impact.
• Experience of setup, install and Configure P25 Radio System.
• Experience working with P25 radio communications system infrastructure and radio configuration is preferred.
• Experience in providing technical support remotely
• Able to manage customer situations effectively and setting customer expectation appropriately
• Resourceful self-starter able to manage priorities and tasks effectively and independently
• Fluent communication in English (written and verbal) is required. Particularly familiar with North America language accent and proficiency in other East Asian languages is advantageous.
• Able to work well under stress and pressure from customer's demand.
  
  

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. 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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.