Junior Technical Support Engineer

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

This is a primarily remote role, requiring occasional travel to offices for training or team meetings.

This role is a new exciting role and will play a key part of the support team, assisting in the delivery of excellent service and working to ensure we meet our Service Level Agreement (SLA) commitments for client application issues. Once the issue lands within the Technical Support team you will be the first person to triage the issue and then escalate to the Support Engineers for further support.

You will learn to assist Engineers in root cause analysis and as you gain experience, become comfortable communicating with clients about their technical problems. You will support the issue resolution lifecycle, performing basic technical diagnostics, helping to test patches and workarounds, and escalating complex issues to other Engineers in the team or specialised resources. A core responsibility is ensuring clients receive timely, clear progress updates.

Additionally, you will be expected to actively contribute to and maintain the support knowledge base and operational documentation.

Beyond addressing specific client issues, you will actively support the overall service delivery operation. This involves learning to engage with clients on the front lines, providing initial assistance and advice under the guidance of senior staff, and diligently maintaining the accuracy of client support records. You will also assist the team with essential operational tasks, including system health checks, application update deployment, and platform maintenance. These activities are crucial for supporting positive client relationships and ensuring the team's success in delivering reliable service.

You will contribute to our continuous service availability by participating in the on-call rota once fully trained. This commitment involves supporting after-hours coverage for urgent client issues when necessary. While the typical participation is currently one week in every four, this frequency may be adjusted based on the team's evolving requirements and business needs.

Responsibilities:

• Support the response to major incidents, assisting senior staff and focusing on executing designated tasks to ensure a timely resolution aligned with established procedures.
• Act as the first point of contact for liaison between customers and internal teams (Product, Engineering and Testing) to document and track the progress of necessary fixes for client issues.
• Assist in performing Root Cause Analysis (RCA) by gathering necessary data, supporting the diagnostic process, and helping to test and document identified solutions.
• Execute planned maintenance tasks on customer environments to ensure solutions are kept up-to-date, secure and optimised under supervision.
• Contribute to the knowledge base, technical guides and FAQs by drafting content and diligently ensuring existing documentation is accurate and easily accessible.
• Participate in the on-call rota when fully trained, providing available after-hours support for urgent issues to help ensure continuous service availability.
• Provide foundational technical support for the product and service provision under the direction of senior engineers.
• Support the implementation of process improvements, gathering feedback and helping to test changes designed to enhance support efficiency.
• Develop and maintain professional relationships with customers by consistently delivering helpful and efficient support.
• Assist in project work related to product enhancements, migrations and deployments for existing customers.
• Provide constructive feedback and suggestions to senior staff on ways to improve the quality and supportability of our products.

Person specification:

• Proven experience as an application support engineer or in a similar role within the software industry.
• Experience in a customer facing role.
• Exceptional organisational and communication skills.
• Understand ITIL methodologies.
• Ability to identify and manage risks effectively, with a proactive approach to problem solving.
• Strong analytical skills with the ability to interpret and present data clearly.
• Ability to work under pressure and meet tight deadlines.

Must be able to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 3 years to obtain.

In return for your expertise, we’ll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.

• Two weeks additional pay per year (holiday bonus).

• 25 days holiday entitlement + bank holidays. 

• Attractive defined contribution pension scheme.

• Employee stock purchase plan.

• Life assurance.

• Enhanced maternity and paternity pay.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP, wellbeing guidance etc.

• Carbon neutral initiatives/goals.

• Corporate social responsibility initiatives including support for volunteering days.

• Well known companies discount scheme.

#LI-DJ1

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.