IT Support Engineer

Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video, and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential, and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview
The IT Support Engineer is responsible for maintaining the availability and delivery of the Infrastructure within the IT function. 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.
Please note the successful candidate will need to pass our Security Clearance which will include being a UK resident for at least the past 3 years to the current date.

Support the operation of Unix/Linux systems:
- ensuring they are patched in line with support and security requirements
- ensuring they are monitored and managed to meet required performance and capacity levels
- ensuring they are resilient and available to underpin the business defined uptime SLAs
as a 3rd line specialist, support the diagnosis and resolution of complex technical issues escalated via 2nd line support or directly through analysis of the system performance and behavior
Develop existing and new services to meet business requirements
Propose and develop continuous improvement plans for existing services
Support the development of operational road-maps for existing services
Work closely with other key staff, including the Infrastructure Architect, on the development of new services
Support the testing and operational acceptance of new services and service changes ensuring that tests are developed and implemented to allow effective service delivery
Engage with the immediate team, and more widely as required, on Knowledge Transfer and training activities to reduce risk of individual members of staff being single points of failure
On-call duty to ensure 24/7 critical cover for IT Infrastructure
Support and implement the IT development and service management processes, as required, including Incident, Change, Release, Problem and Capacity, and Availability Management
Comply with other corporate policies and processes as defined
Support the IT Technical Support Manager with Vendor and Supplier technical performance and management reviews
Act as an external ambassador, representing and promoting UK Managed Services to customers and suppliers through all relevant contact
Support the production of reports relating to the IT Technical Support team and service performance

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

Academic and Technical Qualifications:
• HNC in an IT-related discipline or substantial relevant experience
• ITIL v3 foundation desirable

Other technical expertise, experience, and knowledge:
• Significant experience in the design, implementation, and operation of critical IT infrastructure services in an enterprise environment
• Significant experience of developing and supporting Unix (preferably HP-UX) and Linux servers
• Experience of the broader set of infrastructure technologies such as Enterprise Storage, Backup, Databases (e.g. Oracle, DB2, MySQL), Virtualisation (VMWare), Windows Server, Loadbalancers (e.g. F5)

• Extensive industry experience working in Technical Support teams demonstrating an analytical approach to solving complex problems
• Demonstrable ability to identify improvements in Technical Support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintenance, etc.
• Good understanding of OSS/BSS applications such as BMC Remedy, HP Openview, Netcool, Comptel/Mediations Systems, etc - Desirable
• Understanding of Mobile and Public Safety Communication technology and services - Desirable
• industry experience working in LTE Network; TETRA Network - Desirable

BS in Computes Science

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