At Motorola Solutions, we believe that everything starts with our people. We're a global community united by the pursuit to help keep people safer everywhere. Our critical communications and technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, schools, hospitals and businesses.
Department Overview
The Motorola Solutions Managed Services Network Operations Center (MS-NOC) staffed by technologists ensures customers' networks operate at peak performance. The services allow customers to entrust their network operations and management to Motorola Solutions, focusing on their primary mission.
Job Description
You'll provide technical support and coordination in the Motorola Network Operation Center, verifying swift response to all alerts, ensuring repair or escalation of issues as needed. The Tier 1 agent maintains high service levels for all customers; ensuring timely notification of network and maintenance statuses. This position supports 24/7 Network Operations, requiring flexibility to work across all shifts as required.
Basic Requirements
1. Systems Administration
o Monitoring Motorola Solutions Infrastructure using various tools, reacting to resolve any alerts and ensure system uptime meets SLAs.
o Responsible for logging and resolving network incidents, meeting SLAs at all times.
o Escalating network incidents that cannot be resolved within specified time frames to relevant team members and working until resolution.
o Documenting and recording steps towards incident resolution.
o Responsible for documenting and distributing Major Incident Review Reports in agreed format.
o Monitoring outages/issues through return to normal services.
2. Customer Support
o Acting as first point of contact for Network-related problems between Motorola NOC and partners.
o Responding to escalated customer incidents in a timely fashion and in compliance with NOC standards.
o Answering phone calls/e-mails regarding customer and network issues or support requests, meeting KPI timeline metrics in support of SLA.
o Opening corresponding trouble tickets as needed, assisting in performing initial impact analysis and timely escalation to next level of support.
3. Other Support
o Complying with Motorola Quality and Security policies and practices.
o Maintaining discipline and decorum.
o Familiarity with NOC policies and services.
o Keeping up-to-date knowledge of systems and applications used in day-to-day tasks.
o Working closely with other relevant teams to maximize opportunities, supporting new processes and technology.
o Ability to coordinate and multitask across groups and functional teams inside and outside the business.
o Actively participating in training provided.
o Ability to perform tasks with minimal supervision.
o Operating in a 24/7 Network Operations Center, including shift work and weekends.
4. Specific Knowledge/Skills:
o 2 years of customer support experience preferably in a NOC environment.
o Experience in a help desk/service desk/technical support environment.
o Prior background working in a NOC environment is highly desired.
o Knowledge of ITIL is a plus.
o Good communication skills (verbal, written and presentation).
o Strong analytical, problem-solving and investigative skills.
o Attention to detail.
o Ability to work unsupervised.
o Good time management skills.
o Ability to set priorities and meet deadlines.
o Aptitude to manage multiple tasks concurrently.
o Technical literacy.
o Advanced English Level.
About Us
We're a global community united by the pursuit to help keep people safer everywhere. Our critical communications and technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, schools, hospitals and businesses.