Senior Systems Engineer
7 days ago
- Sr. Systems Engineer
Motorola Solutions is seeking an experienced Sr. Systems Engineer to provide advanced technical support for Public Safety software solutions in a fast-paced environment.
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.
Responsibilities include creating, updating, and maintaining accurate records of customer interactions, issue resolution, and support documentation in our ticketing system.
Additionally, the Sr. Systems Engineer will be responsible for mentoring and coaching junior technicians, sharing knowledge and best practices to improve team performance and act as an escalation point for tier 3 support.
Key Responsibilities- 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
- Mentor and coach junior technicians, sharing knowledge and best practices to improve team performance and act as an escalation point for tier 3 support
- 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
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