System Support Engineer Jobs

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

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.

• 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.

• Assist in creating and maintaining technical support documentation, including FAQs, knowledge base articles, and training materials.
• Participate in the on-call rotation, providing after-hours support as needed.
• Troubleshoot and resolve complex hardware, software, computer, telecommunications, and IP-based network-related issues.
• Collaborate with cross-functional teams, including Product Development, Quality Assurance, and Sales, to identify and address product-related issues and drive improvements.
• Provide high-quality technical support to customers through phone, email, chat, and remote desktop assistance.
• Escalate unresolved issues to the appropriate internal teams or external vendors, ensuring timely resolution and effective customer communication.
• Provides input and participates in interviews of prospective Support Engineers for future sites or staff replacements.
• 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.
• 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.
• Creates Site Specific Methods of Procedures as necessary.
• Perform system site audits and provide findings and recommendations.
• Ability to effectively organize tasks, manage multiple priorities and deliver on customer commitments on schedule.
• 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.
• Create, update, and maintain accurate records of customer interactions, issue resolution, and support documentation in our ticketing system.
• Possible travel to direct sites to fill the role of onsite support engineers or to troubleshoot escalated issues.

Preferred Qualifications

• Familiarity with common software applications, web browsers, and virtualization suites.
• Industry certifications, such as CompTIA A+, Network+, Cisco CCNA, Microsoft Azure, and Microsoft Certifications, are a plus.
• Excellent verbal and written communication skills, with the ability to convey technical information in a clear and concise manner.
• In-depth knowledge of Windows and Linux operating systems, as well as networking concepts and protocols.
• Ability to work independently and manage multiple tasks and priorities effectively.
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues, isolate trouble and develop effective solutions.
• Experience with remote support tools, ticketing systems, and CRM software.
• A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Experience with firewalls and security-related applications
• Strong customer service and interpersonal skills, with a proven ability to build and maintain relationships with customers and internal stakeholders.

#LI-DB1

Basic Requirements

• A minimum of 6-7 years of experience in a technical role to include support, preferably in a software or technology company.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• High School Diploma or equivalency .

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Employee Stock Purchase Plan
• Medical, Dental, Vision benefits
• Paid Parental & Family Leave
• Generous Paid Time Off Packages
• And more!
• 9 Paid Holidays
• Incentive Bonus Plans
• 401K with Company Match

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.