Technical Support Engineer (2nd shift)

Technical Support Engineer (2nd shift)

(2nd shift)

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

Technical Support Operation (TSO) supports a global customer base for advanced digital communications systems. These systems are the go-to technology for customers around the world who need clear, instant and reliable communications. MOTOTRBO offers a portfolio of digital radios, infrastructure and applications which enables voice and data communications allowing our customers to instantly communicate, facilitate decision-making and provide seamless coordination in even the harshest of environments. TSO Technical Support Engineer (TSE) provides first and second line support to our mission and business critical customers. The role is highly varied with main emphasis on the resolution of service requests in terms of incident resolution, problem root causing and technical request fulfillment in the most timely manner possible. In order to achieve this you act as the primary interface to communicate with customers, Motorola Solutions field teams and development engineering. The role is mainly office based; however, travel to customer sites may be required in order to expedite service requests that cannot be resolved remotely. Although the role is focused on MOTOTRBO technology and its associated products, you will be expected to develop a broader knowledge of the technologies the systems interfaces with, e.g. Computer Aided Dispatch or VoIP communications systems, in order to provide a better support experience to our customers.

Job Description
  • To give direct pre- and post-sales technical support to customers from North and Latin America via phone and email for MOTOTRBO and related products. Training on supported products will be provided.
  • To take ownership of customer reported issues and queries and ensure that the customers expectations are met, as well as to regularly update and manage technical support tickets.
  • To liaise between customers and internal departments in written and spoken English.
  • To use technical support equipment to reproduce customer system configurations and resolve problems.
Basic Requirements
  • Excellent verbal and written communication skills in English are a must
  • Required to work evening shift ( 2PM-10PM, 3PM-11PM, 4PM-Midnight) Monday to Friday
  • Experience in technical customer facing environment
  • IP networking skills
  • Bachelor’s or Master’s degree or equivalent
  • Good analytical skills and attention to detail

Optional skills (not required, but would be a definite advantage)

  • Radio communications background
  • Spanish speaker
  • ITIL knowledge

We offer

  • Competitive salary package
  • Opportunity to broaden knowledge in radio communications and IP networking areas
  • Opportunity to make a positive real-life impact on users depending on our solutions
  • Strong team-oriented culture
  • Comfortable work conditions (high class offices, parking space)
  • Private medical coverage
  • Life insurance
  • Access to wellness facilities and integration events
  • Training and broad development opportunities
We kindly inform we will contact only selected candidates.
If you are interested, please send your application by clicking on the "APPLY NOW" button.

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