To provide high quality technical and operational support for customer infrastructure and subscriber technologies / systems supplied by Motorola Solutions, and to provide technical excellence and leadership to other members of the project & operations engineering and Support Services group ensuring Total Customer Satisfaction and compliance to contractual Key Performance Indicators.
Primarily responsibility for the overall technical operation and maintenance of systems and subsystems of the Dimetra and Motorola Astro P25 and MOTOTRBO systems across Australia, New Zealand and New Caledonia.
Key responsibilities
- Provide ongoing high end technical, engineering and upgrade support for main systems and subsystems used on the Dimetra and Astro P25 and MOTOTRBO systems including Central and Remote Sites, Microwave /MUX Distribution System, Console Dispatch System, Voice/Telephony Logging Systems associated LAN/WANs, external interfaces and Network Management Systems
- Act as a technical escalation point for Network Operations Control Centre (NOCC) staff and Field Engineers requiring technical assistance
- Provide technical user support and customer service, available via phone and physically to NOCC CSOs and CSTs and/or users requiring technical assistance
- Participate in regular on-call roster for after-hours call out from the NOCC to resolve urgent system problems
- Support after-hours planned maintenance and system upgrade activities
- Become the local engineering subject matter expert for 3rd party service equipment and systems
- Follow standard Operational and Help Desk operating procedures; accurately log and update all Help Desk tickets using incident/call tracking software
- Escalate to management any systemic issues that are operational and customer impacting to engage further engineering support for root cause and resolution
- Produce and/or update "as-built" documentation for directly supported systems, as required
- Ensure supported system installation and configuration is in accordance with documentation and Motorola Quality Installation Standards
About you
- Tertiary Qualifications in Electronics / Computer Systems Engineering or similar (Extensive industry experience will be considered as an alternative)
- Cisco Certified Network Certification or equivalent (Highly Desirable)
- Juniper Certification (Highly Desirable)
- ITIL Foundation Certificate (Highly Desirable)
- Microsoft Certified Qualified (MCP) or similar (Desirable)
- Experience with Microsoft Active Directory
- Experience with Microsoft Windows Server 2016/2019
- Server maintenance skills - hardware and software
- Network design, planning and implementation experience including management of multiple LANS through unusual DMZ firewall router configurations
- Administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications