Customer Technical Support Engineer

• The role will be based out of the Motorola Solutions offices in Edinburgh with a wide-ranging remit covering multi-site body-worn video systems for a worldwide customer base, including remotely supporting customers via direct support and escalations via other Motorola Support Desks working to ensure system availability is maintained in line with defined service level agreements
• As a Customer Technical Support Engineer at Motorola Solutions , you will be a key player in an exciting managed service, customer-interfacing role that couples technical and client relationship skills to successfully implement and support our product range
• You will be working directly with customers, so you must demonstrate a proven ability to work in different environments under pressure. The position will potentially require providing full wrap around on call support in a rotation
• Act as the main point of contact for customers for any complaints, inquiries and issues
• Provide remote break/fix support and update tickets within the customer Service Level Agreement
• Provide technical escalation and reporting for incidents
• Monitor issue resolution status and duration – own issues on behalf of the customer
• Provide and schedule guidance and training to customers about product operation and maintenance procedures
• Update technical manual and reference guides with the recent product updates and developments
• Continuously acquire necessary product expertise
• Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities
• Participate in industry events, conferences, meetings, etc to develop business networking and references
• Help meet all operational goals: being willing to cross functional boundaries as and when required
• Providing Tier 1,2 and 3 support on our hardware and software products, liaising with R&D team as and when required
• Delivering customer professional services
• Travel to customer sites to provide user support
• Out of hours support on a rotational basis
• Currently Hybrid working - 2 set days in Edinburgh Office each week

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans

Preferred experience

• You must have a clean UK driving license and be in a position to obtain specific Security Clearances
• Good working knowledge of PC and other hardware troubleshooting skills
• Cloud Knowledge, AWS and Azure
• Good understanding of networking including switches, firewalls and trouble-shooting
• Storage fundamentals (including Cloud)
• Customer Service
• Technical Support
• Strong Microsoft Windows Server skills
• Driver licence
• AWS certification an advantage
• Please note this role does require NPPV Level3, so you do need to hold the right to work in the U.K. and have lived in the U.K. for the last five years (if not already obtained this will be processed)
• Diligent and motivated - willing to train, learn and develop into the role (with a unique, technical product)
• Strong customer and client focus
• Team Player
• Proven ability to implement multi-site systems comprising networked elements
• Interest and ability in adopting new technologies including AI
• Influencing, negotiations and development skills
• Communication – excellent level written and oral communications skills
• French or German speaker an advantage
• Proven track record of achievement
• Strong interpersonal skills
• Be able to communicate and influence Senior peer group
• Knowledge of Cloud technologies and principles