Technical Support Engineer II - Network & Data

About the Role We are seeking a strong graduate or experienced Network & Data Systems Engineer to join the TSO Network & Data team that will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. The role is based on a flexible, hybrid work model with potential travel to customer sites and requires being part of the Out of Hours support via an on-call rota. What You'll Do

• Develop a high level understanding of Motorola Solutions TETRA products and architecture to support external and internal customers in resolving technical issues.
• Liaise between engineering departments and external/internal customers in written and spoken English.
• Take ownership of customers’ issues and ensure that expectations are met; follow Customer Issue Resolution processes.
• From time to time, visit customer sites across the EA region to resolve issues that cannot be resolved remotely.
• Use Motorola Solutions owned TETRA systems to reproduce and troubleshoot customer issues, and to gain knowledge of future software updates.
• Participate in system upgrades on customer premises.
• Review existing tools and approaches and make recommendations on improvements or new functionality; review and improve procedures.
• Stay current on new and emerging technologies.
• Be part of the 24x7x365 support for customers, with on-call out-of-hours coverage.
• Demonstrate strong communication, teamwork, flexibility, and initiative to deliver high-quality solutions. What We're Looking For
• Degree in Engineering, Computer Science, Telecommunications or similar.
• Minimum 2/3 years of experience in Technical Support or Network Engineer role.
• Understanding of ITIL framework/methodology.
• Background knowledge of Network Technology (Internet, Firewalls, LANs, WLANs, WANs) and related concepts.
• Ideally experience in Systems and Software Engineering, Mobile Telecoms including Tetra, LTE, UMTS/GSM.
• Ability to understand the complexity of systems architecture.
• Advanced troubleshooting skills; ability to work independently and with others to meet deadlines.
• Ability to create problem (RCA) documentation for customers and knowledge base.
• Excellent oral and written English.
• Fluent and experienced with AI-enhanced productivity tools and AI ethics principles (bias mitigation, fairness, transparency, explainability).
• Desirable: Advanced Networking skills; Linux/UNIX/Windows operating systems; Hardware/Virtualization troubleshooting; RF telecommunications; Network security. Nice to Have
• Additional preferred qualifications as listed in the posting (advanced networking, virtualization, etc.). Compensation & Benefits
• Salary and benefits are not disclosed in the posting. The role offers a hybrid working model with potential travel to customer sites and on-call out-of-hours coverage.