Junior Customer Support Engineer

Location: Algiers, Algeria (ZAL03)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is seeking a motivated Junior Customer Support Engineer to join our International Services team. This position is designed for a recent graduate or early-career engineer who is looking to develop their technical expertise while contributing to the delivery and support of mission-critical communication and operational systems for our customers across the AMEA region.

In response to rapid advancements in IT and communications technologies, and the increasing demand for Advanced Command & Control Center software solutions built on Cloud Computing, AI, and Machine Learning (ML), we are expanding our Services team. This role will provide essential field engineering services to our AMEA customers, reflecting our commitment to innovation and customer satisfaction.

At Motorola Solutions, we invest in our employees. You will receive comprehensive training and certifications in required technologies and service management, empowering you to excel in your role and advance your career. You will initially support the design and implementation of management, service, and maintenance solutions for customer networks, with the goal of independently leading and managing these efforts

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 mai