Managed Services - NOC Tier-1 Support

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required.

Job Description

The Customer Support Technician will be joining a team of Customer Support Operators and Senior Customer Support Technician serving all relevant accounts. This role will develop strong relationships with the customer and all other supporting departments. Additionally, the Customer Support Technician will perform some administrative tasks that will help drive day to day performance.

The following are core responsibilities of the Customer Support Technician:

Systems Administration 

• Responsible for providing technical support and monitor day to day operations of Network Operation Center.
• Monitoring the Motorola Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements.
• Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times.
• Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved.
• Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
• Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue.
• Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format.
• Ensure NOC operations meet support and performance metric requirements.
• Monitor all outages/issues through the return to normal services.
• Build strong and effective working relationships with Engineering and Management organizations.

Customer Support
• Respond to escalated customer incidents in a timely fashion and in compliance with NOCC standards.
• Acting as the first point of contact for any Network related problems between Motorola NOCC and its partner's.
• Develop good customer relationships through excellent customer service.
 

Basic Requirements

The following are core responsibilities of the Customer Support Technician:

Systems Administration 

• Responsible for providing technical support and monitor day to day operations of Network Operation Center.
• Monitoring the Motorola Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements.
• Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times.
• Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved.
• Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
• Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue.
• Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format.
• Ensure NOC operations meet support and performance metric requirements.
• Monitor all outages/issues through the return to normal services.
• Build strong and effective working relationships with Engineering and Management organizations.

Customer Support
• Respond to escalated customer incidents in a timely fashion and in compliance with NOCC standar