System Support Engineer

Motorola Solutions-posted 3 months ago
$63,800 - $127,600/Yr
Full-time • Mid Level
Allen, TX
5,001-10,000 employees
Computer and Electronic Product Manufacturing
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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.

  • 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.
  • Create 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.
  • Provide input and participate 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.
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
  • A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
  • Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues, isolate trouble and develop effective solutions.
  • In-depth knowledge of Windows and Linux operating systems, as well as networking concepts and protocols.
  • Familiarity with common software applications, web browsers, and virtualization suites.
  • Excellent verbal and written communication skills, with the ability to convey technical information in a clear and concise manner.
  • Strong customer service and interpersonal skills, with a proven ability to build and maintain relationships with customers and internal stakeholders.
  • Ability to work independently and manage multiple tasks and priorities effectively.
  • Experience with remote support tools, ticketing systems, and CRM software.
  • Experience with firewalls and security-related applications.
  • Legal authorization to work in the U.S. indefinitely is required.
  • Industry certifications, such as CompTIA A+, Network+, Cisco CCNA, Microsoft Azure, and Microsoft Certifications, are a plus.
  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K
  • 10 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
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