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This role is hybrid with the majority of the week working out of the Leicester offices.
The role is primarily responsible for conducting investigations into client issues and ensuring problems are resolved within contracted SLAs. Once trained, the employee will liaise with clients to discuss problems in their supported applications using their domain terminology and own issues until resolution. This involves conducting technical investigations, providing patches or workarounds, escalating calls, liaising with product specialists, preparing replies to clients in understandable language, and updating support tools and procedures.
The role also includes wider team responsibilities such as answering support calls, providing advice, updating call records, handling system upgrades, and supporting applications and platforms.
Responsibilities:
1. Provide expert-level technical support across our product and service catalog.
2. Lead responses on major incidents ensuring timely resolution.
3. Collaborate with product and testing teams to resolve customer issues.
4. Perform root cause analysis and implement solutions.
5. Maintain customer environments, ensuring solutions are current and secure.
6. Create and update knowledge base articles, guides, and FAQs.
7. Participate in an on-call rota for after-hours support (on-call allowance included).
8. Implement process improvements to enhance support efficiency and customer satisfaction.
9. Build strong customer relationships and understand their needs.
10. Participate in product enhancement, migration, and deployment projects.
11. Recommend improvements for product quality and supportability.
Basic Requirements:
Person specification:
* Proven experience as an application support engineer or similar in the software industry.
* Experience in a customer-facing role.
* Exceptional organizational and communication skills.
* Understanding of ITIL methodologies.
* Ability to identify and manage risks proactively.
* Strong analytical skills for interpreting and presenting data.
* Ability to work under pressure and meet deadlines.
Must be able to attain NPPV3 and SC clearance. Must be a UK resident for at least 3 years.
In return, we offer coaching, development, and benefits including a competitive salary, bonus schemes, holiday entitlement, pension, stock purchase plan, life assurance, enhanced parental pay, career development, health and wellbeing support, CSR initiatives, and discounts.
Travel Requirements: Under 10%
Relocation Provided: None
Position Type: Experienced
Referral Payment Plan: Yes
Company: Motorola Solutions UK Limited
EEO Statement: Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. We promote an inclusive, accessible recruiting process and encourage applicants to request accommodations if needed.
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