Job Description
As a Junior/Graduate Customer Support Engineer, you will work alongside experienced engineers and technical specialists to support the operation, maintenance, and continuous improvement of mission-critical communication and IT systems. The role provides hands-on exposure to customer environments while developing your technical, problem-solving, and customer-facing capabilities.
Collaborate with cross-functional engineering and support teams across technologies including radio communications, networking, IT systems, web, mobile, and middleware to investigate and resolve technical and operational issues.
Provide first-line technical and operational support for mission-critical IT, network, and radio communication systems, with guidance and support from experienced engineers.
Assist in monitoring system health, performance, availability, and reliability, identifying potential issues and supporting corrective actions through established incident, problem, and performance management processes.
Perform initial fault diagnosis and troubleshooting of hardware, software, network, RF, and communication-system issues, escalating complex problems to senior engineers and specialist support teams as required.
Work closely with Field Services Engineers and Technical Support Operations to support the timely resolution of customer incidents and achievement of agreed Service Level Agreements (SLAs) and operational performance targets.
Support preventive and corrective maintenance activities and assist in ensuring assigned Maintenance Agreement (MA) activities are completed according to established schedules, procedures, and customer requirements.
Participate in system installation, configuration, integration, testing, commissioning, upgrades, and maintenance activities under the guidance of experienced engineering personnel.
Participate in field surveys, site visits, system inspections, and technical assessments, assisting field engineers in identifying and resolving radio, network, and IT system issues.
Respond to customer-reported incidents and technical inquiries through established support channels, ensuring issues are appropriately documented, tracked, escalated, and followed through to resolution.
Participate in customer technical and service meetings, supporting discussions relating to system availability, performance, incidents, maintenance activities, and service requirements.
Assist in addressing customer technical questions and service-related requests, working with senior engineers and relevant technical teams to provide accurate and timely responses.
Support the Customer Success Manager (CSM) and Services team by providing technical information and documentation for customer requirements and activities, including RFI, RFP, and RFQ processes where required.
Execute assigned technical tasks in accordance with established engineering procedures, work instructions, quality standards, cybersecurity requirements, and health and safety practices.
Prepare and maintain accurate technical documentation, including incident reports, maintenance records, troubleshooting findings, system information, and service activity reports.
Provide technical updates and activity reports to the Field Service Operations (FSO) Team Lead, Customer Success Manager, and relevant engineering stakeholders as required.
Develop a strong understanding of Motorola Solutions products, technologies, customer environments, and service-management processes through structured training, mentoring, certifications, and practical field experience.
Continuously develop technical and professional capabilities, with the objective of progressively taking greater responsibility for customer systems, technical problem resolution, maintenance activities, and service delivery.
The primary objective of the Junior/Graduate Customer Support Engineer is to support the delivery of high-quality technical and field engineering services throughout the Maintenance Agreement lifecycle, while developing the skills and experience required to become an independent Customer Support Engineer.
Working under the guidance of experienced engineers, the successful candidate will contribute to maintaining the availability, reliability, performance, and operational readiness of mission-critical customer systems while supporting the team in meeting its contractual service obligations and delivering a high standard of customer service.
The role is designed to provide a structured development pathway from Graduate/Junior Engineer to Customer Support Engineer, combining technical training, certifications, mentoring, customer interaction, and hands-on experience with real-world mission-critical communication and IT systems.
Basic Requirements
Bachelor’s degree in Engineering, Computer Science, Information Technology, Telecommunications, Electronics, or a related technical discipline.
Fresh graduates or candidates with up to 2 years of relevant experience are encouraged to apply.
Basic academic or practical knowledge in one or more of the following areas: Land Mobile Radio (LMR), RF Systems, Radio Communications, Wired/Wireless Communication Systems, IT Systems, Computer Networks, or Networking Equipment.
Exposure to Network/IT, Telecommunications, Radio Communications, Public Safety Communications, or Customer Service through academic projects, internships, industrial training, or previous employment is an advantage.
Strong interest in developing technical skills in system engineering, field service, troubleshooting, installation, testing, and maintenance of communication and IT systems.
Good analytical and problem-solving skills with the ability to learn new technologies and technical systems.
Strong professional interpersonal, teamwork, and communication skills.
Excellent command of verbal and written English, French & Arabic.
- Travel Requirements
- 25-50%
- Company
- Motorola Solutions UK Limited
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
