Senior Technical Support Engineer (APAC)

Senior Technical Support Engineer (APAC)

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Locations: Penang, Malaysia

Time Type: Full time

Posted on: Posted 30+ Days Ago

Job Requisition ID: R49359

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. We are building the best possible technologies across every part of our safety and security ecosystem, including 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.

Department Overview

The Customer Support Engineer will join a team of entry-level to senior-level Customer Support Technicians serving all relevant accounts. This role will provide first-level remote support to our customers in diverse markets including military, public safety, and mission-critical infrastructure. You will be a catalyst for delivering high-quality and timely support to customers and will collaborate with peers including engineering and product teams to drive product improvements based on partner and customer feedback.

Job Description

As a Technical Support Engineer, you will perform technical and administrative tasks that will help drive day-to-day operations.

1. Responsible for providing technical support as the primary point of contact for any issue via phone, email, or other means of communication.
2. Escalate any incidents that cannot be resolved within specified time frames based on the severity of the issue.
3. Collect and document initial triage and steps taken towards resolution of an incident.
4. Implement resolution to known problems through the use of knowledge articles.
5. Create knowledge articles for the resolution of problems not yet documented in the knowledge database.
6. Drive resolution of incidents by identification and communication, while using the functional escalation process as needed.
7. Ensure support and performance metric requirements are met.
8. Track and drive all outages/issues through the return to normal services.
9. Respond to customer incidents in a timely fashion and in compliance with service level agreements.
10. Build strong and effective working relationships with internal and external customers.
11. Ability to collaborate across functional lines seamlessly.
12. Proficient in controlling customer situations and setting customer expectations appropriately.
13. Familiarize and comply with Motorola Quality, Security, and operational policies and practices.
14. Process focused; provides input to help improve/build processes.
15. Responsible for updating and maintaining data integrity of various database systems used.
16. Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.
17. Provide guidance and support for continual improvements.
18. Actively participate in all training provided.
19. Self-starter who manages their own priorities and activities with minimal supervision.
20. Able to work and standby on weekends when required.

Specific Knowledge/Skills:

1. Experience in a remote technical support environment.
2. Information Security theory and best practices.
3. Foundational knowledge of ITIL is a plus.
4. Communication networks and RF Trunking system knowledge.
5. General working knowledge of Windows, Office, or equivalent.
6. Knowledge of VoIP and IP telephony.
7. Familiarity with mobile radio technology and products is a plus.
8. Experience with Firewall, WAN, LAN, and Router Architecture is a plus.
9. A+ Certification is a plus.
10. Network+ Certification is a plus.
11. Security + Certification is a plus.
12. Strong troubleshooting, problem-solving, and analytical skills.
13. Strong communication skills (verbal, written, and presentation).
14. Attention to detail.
15. Ability to work with limited supervision and direction.
16. Good time management skills with the ability to set priorities and meet deadlines.
17. Aptitude to manage multiple tasks concurrently.
18. An Associates degree in computer science or Electrical engineering technology (EET) is desirable.
19. Knowledge of Motorola solutions mobile video products specifically VMEX and VB400 is a plus.

Basic Requirements

1. Must have the ability to obtain the required background clearance as mandated by the MSI and customer.
2. A higher learning similar to a bachelor's degree in Technical or a related field is required.
3. A minimum of 3 years of experience in a Technical role is required.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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.