Second Level Support Engineer

at  Motorola Solutions

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. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s 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. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

JOB DESCRIPTION

The individual needs to be able to assume the role of a technical systems support engineer providing full end to end support of the Core Network, Radio Network and system interfaces, engaging with customers and service partners in resolving network or service issues. The individual would take responsibility for resolution of an incident until closure.

EXPERIENCE OF ANY THE FOLLOWING SUBJECTS WOULD ALSO BE BENEFICIAL:

• Familiarity with Ethernet transmission solutions.
• Cybersecurity experience.
• Knowledge of the Motorola Dimetra Base station (MTS2/MTS4).
• Familiarity with transmission solutions (E1, Leased Line).

TRAVEL REQUIREMENTS

10-25%

RESPONSIBILITIES:

• Support and manage the resolution of all end user related network configuration, application, configuration and service queries.
• Provide end to end technical support for TETRA Ireland managed service business particularly at the application level.
• Adhere to TETRA Irelands security processes to ensure the integrity of all infrastructure and services.
• Implement network upgrades as required.
• Work as an effective member of the TETRA Ireland team ensuring the achievement of all business objectives.
• Manage and close tickets that have been raised with the 2nd level support team by the Customer Service Centre (CSC) and Service Management Centre (SMC) in an efficient and professional manner.
• Ensure the provision of excellent customer service level to the end user.
• Work in a coordinated way with the 24 hour Tetra SMC and CSC to ensure a seamless provision of service.
• The ICMG engineer will be required to take on engineering project based work to complement the operational activities.

WORKING HOURS: PLEASE NOTE THIS ROLE OPERATES ON A FOUR WEEK SHIFT PATTERN, OUTLINED BELOW, AND WILL REQUIRE ONE WEEKEND, OUT OF EVERY FOUR, TO BE WORKED.

• Two out of four weeks: Monday – Friday, between the hours of 7am to 3pm.
• One out of four weeks: Monday - Friday between the hours of 10am to 6pm.
• One out of four weeks: Monday – Wednesday, between the hours of 7am to 3pm.
• One out of four weeks: Saturday – Sunday, between the hours of 9am to 5pm.

THE FOLLOWING SKILLS FORM THE CORE REQUIREMENTS FOR THE TETRA IRELAND TECHNICAL SYSTEMS SUPPORT ENGINEERING ROLE:

• Understanding of TCP/IP, network applications, routing and switching.
• Knowledge of the Motorola Dimetra network/system monitoring tools including PRNM, Fullvision and Zonewatch.
• Overall end to end mobile telecom networkTETRA end to end basic knowledge.
• Knowledge of network/system monitoring and alarming tools (Motorola Dimetra XCore network/system performance monitoring tools including, Unified Event Manager (UEM), PRNM and SHAS would be an advantage.
• Understanding of TCP/IP, network applications, routing and switching.