Graduate Core Technical Support Specialist

Rugby, England, gb
Company: Motorola Solutions
Category: Computer and Mathematical Occupations
Published on 2021-07-28 06:09:19

Job Description

This role is based out of our Rugby offices.

- Provide support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities
- Delivery of the Core Technical Support remit.
- Liaise with Customers on all complex issues that cannot be resolved satisfactorily by 1st and 2nd line teams, taking ownership through to resolution whilst maintaining communication flow throughout
- Develop and discharge the Applications, Infrastructure and Spares Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, and Availability Management.
- Ensuring the Core Network Infrastructure systems are security patched to the correct level required by our security accreditors.
- Ensuring the Core Network Infrastructure is performing within required capacity management parameters.
- Ensuring Core Network Infrastructure uptimes are within the business defined SLAs.
- Ensuring Core Network Infrastructure hardware is maintained.
- Support and undertake the installation of new or upgraded Core Network Infrastructure components, systems and services.
- Support and evolve Operational Acceptance criteria activities
- Support the User Acceptance Testing, User Trials and Service Commencement requirements
- Maintain Technical Support policies, processes and tools related to the Core Network Infrastructure 

- Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities
- Develop Continuous Improvement Plans, identify risks and undertake initiatives to improve performance quality, efficiency and customer satisfaction.
- Support the Core Technical Support Manager with Vendor and Supplier technical performance and management reviews
- Provide responses to operational escalations and complaints in an effective and professional manner.
- Act as an external ambassador, representing and promoting UK S&S Engineering to our customers and suppliers through all relevant contact
- Adhere to all relevant Airwave and MSI processes.
- Knowledge sharing, training and development within the team 
- Identify risks to achieving performance Levels and initiate appropriate actions to mitigate

Basic Requirements

- First degree or equivalent in Electronic Engineering, Communications Engineering, Telecommunications or related subject

- A genuine interest in IT, communications and emerging technologies and how they can be used to maximize an organisations potential to improve the customer experience

- Sound understanding of digital communications systems, particularly mobile / cellular radio networks

- The desire to understand why things have failed, how to repair them and how this process can be improved to enhance operational practice

- Desire to learn about the business, its evolution and future direction

- Desire to enhance Technical capabilities in order to progress own career

- Excellent communications skills with the ability to gain trust, build rapport and influence others

- A full clean UK driving license is desirable

Core Competencies
- Able to demonstrate the key cultural principles of the Technical Support Office in terms of Collaboration with others, Achieving Service Targets and driving Continuous Improvement
- Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.
- A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives.
- Mature, credible, a team player and comfortable in dealing with key stakeholders of the role i.e. Reliable, tolerant, approachable and determined.
- Empathetic communicator, able to see things from the other person's point of view.
- Well-presented and business-like. Sufficiently mobile and flexible to travel up to a few days a month within the UK.
- The individual must be comfortable with cultural transformation.
- A natural problem solver and logical thinker.


‘We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.’


We’re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their 
lifeline – mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready – in the day-to-day moments, and in the moments that matter most.

Travel Requirements

Under 10%

Relocation Provided


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