System Support Engineer

Overview

Company Overview

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.

Department Overview

As a member of the Tier 4 Emergency Call Handling Support Team, the System Support Engineer will provide advanced technical support for Public Safety software solutions in a fast-paced environment and serve as an escalation point for complex trouble tickets. Job tasks include but are not limited to leveraging and maintaining their expertise in networking, telco, IT, PBX, and related telecommunications solutions to own the problem management of escalations and code-related issues reported from Operations up to Engineering. This department works with DevOps, Engineering, and Field Service Partners to accomplish assigned tasks. Our employees enjoy the mental challenge of the diversity of technologies supported within the team. They are also rewarded with the opportunity to fix issues within the systems that ultimately save lives.

Job Description

We are seeking an experienced and highly motivated Sr. Systems Engineer to join our team. The ideal candidate will have a strong background in server / desktop support, networking (SIP, VoIP, routing, and switching), telephony hardware, troubleshooting software applications, and diagnosing complex system architectures. Create, update, manage, and resolve support tickets. Working with a diverse range of customers via phone and remote connections. The Sr. Systems Engineer will be responsible for ensuring the highest level of customer satisfaction by providing prompt, efficient, and accurate technical assistance.

The System Support Engineer will :

• Provide high-quality technical support to customers through phone, email, chat, and remote desktop assistance.
• Troubleshoot and resolve complex hardware, software, computer, telecommunications, and IP-based network-related issues.
• Escalate unresolved issues to the appropriate internal teams or external vendors, ensuring timely resolution and effective customer communication.
• Create, update, and maintain accurate records of customer interactions, issue resolution, and support documentation in our ticketing system.
• Ability to effectively organize tasks, manage multiple priorities and deliver on customer commitments on schedule.
• Mentor and coach junior technicians, sharing knowledge and best practices to improve team performance and act as an escalation point for tier 3 support.
• Develop and maintain a deep understanding of our products, services, and systems to provide expert advice and guidance to customers.
• Creates Site Specific Methods of Procedures as necessary.
• Perform system site audits and provide findings and recommendations.
• Assist in creating and maintaining technical support documentation, including FAQs, knowledge base articles, and training materials.
• Collaborate with cross-functional teams, including Product Development, Quality Assurance, and Sales, to identify and address product-related issues and drive improvements.
• Participate in the on-call rotation, providing after-hours support as needed.
• Stay current with industry trends, emerging technologies, and best practices to continuously improve technical support services.
• Working knowledge of Analog and Digital Telephony
• Works variable shifts dictated by support needs.
• Provides input and participates in interviews of prospective Support Engineers for future sites or staff replacements.
• Possible travel to direct sites to fill the role of onsite support engineers or to troubleshoot escalated issues.
• This position is subject to working in high-security areas governed by the US Department of Justice\'s "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Qualifications

Basic Requirements

Preferred Qualifications

Target Base Salary Range for this role is $63,800 USD - $127,600 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Additional Details

Basic Requirements (cont.)

Travel Under 10%

Relocation 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 complete this Reasonable Accommodations Form so we can assist you.

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