Second Level Support Engineer

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.

Department OverviewThis engineering network support role is to work as a part of a Network Operations 2ndND level support team in the TETRA Ireland (TI) network operations and support centre, to provide end to end support to TETRA Ireland customers regarding the service provided on the National Digital Radio Services (TETRA) Emergency Services network.
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.

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.

Basic Requirements

General:

• Some experience in the ICT Industry with Mobile telecommunication Core or networking knowledge required specific knowledge of Motorola Dimetra IP TETRA trunked radio system.

• Candidate should have excellent communication skills and be fluent in English.

• Ability to problem solve in a logical and structured manner.

Technical:

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.

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).

Other:

• Capability to assess problems and issues in a structured and mature manner.

• Ability to clearly articulate the symptoms of issues, identify the skill sets required to resolve them and then to coordinate the relevant skill sets to ensure that an end to end solution is put in place to resolve the issue.

• Ability to communicate and report on issues in a clear and concise manner and have the ability to escalate issues in a clear way.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.

• 24 days holiday entitlement + bank holidays.

• Attractive Master Trust pension arrangement.

• Flexible working options.

• Private medical care.

• Life assurance.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP, wellbeing guidance etc.

• Corporate social responsibility initiatives including support for volunteering days.

• Family friendly policies.

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Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

CompanyMotorola Solutions UK Limited, Ireland Branch

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 [email protected].