Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s 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\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview The Core Technical Support Specialist is responsible for maintaining the availability and delivery of the Technical Support Function\xe2\x80\x99s remit relating to the core Infrastructure within the UK Managed Services Platform. This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.



This role is based out of our Rugby offices (5 days a week).

• Provide underlying support to the Technical Support Specialists in discharging the team remit as follows;
• Provide 2nd line support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities.
• Delivery of the Core Technical Support remit ensuring the availability of the function
• across a 24/7, 365 day pattern including on call requirements.
• Liaise with Customers on all complex issues that can not be resolved satisfactorily by 1st 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, Availability Management.
• Ensuring the Core Network Infrastructure systems are patched to the correct level
• required by our security accreditors.
• 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.
• 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 UKMS to customers and
• suppliers through all relevant contact.
• Adhere to all relevant MSP and MSI processes.
• Knowledge sharing, training and development within the team.
• Support the production of reports relating to the IT Technical Support team performance.
• Identify risks to achieving performance Levels and initiate appropriate actions to mitigate.

Basic Requirements

• 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. Ie 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.

Core Competencies

• Experience with Tetra, DiMetra, IT and IP network technologies.
• Industry experience working in Technical Support teams with demonstrable experience in at least one of the following: Core Network technologies and associated processes; IP Network technologies; Security technologies;
• Demonstrable ability to identify improvements in Technical Support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintenance etc.
• Knowledgeable in Mobile and Public Safety Communication technologies and critical services.

In return for your expertise, we\xe2\x80\x99ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you\xe2\x80\x99ll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Flexible working options.
• Private medical care.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well-known companies discount scheme.

We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees.\xe2\x80\x99

CONNECT WITH A CAREER THAT MATTERS

We\xe2\x80\x99re 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.

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Travel Requirements Under 10%

Relocation Provided None

Position Type New Grad

Referral Payment Plan No

Company Airwave Solutions Limited

Motorola Solutions