NOC Technical Support Specialist

NOC Technical Support Specialist

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

This role is the first point of contact for our customers, providing technical support for those first line critical services keeping our community safe. Your role is verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate (24/7). Working closely with the NOC Manager, the NOC Technical Support Specialists and is responsible for the continued quality of service for the end users devices and infrastructure Fault Management monitoring.

Job Description

You will be joining a team of Technical Support Specialists serving our customers. This role is required to develop strong relationships with our customers and other internal support functions. Additionally, the NOC Technical Support Specialist is also required to perform accurate system management that drives day to day performance.

Core Role Responsibilities

• Providing technical support, monitoring day to day operations of Network Operation Control Centers and monitoring Motorola solutions Infrastructure to ensure system uptime meet service level agreements
• Escalating any Network incidents that cannot be resolved within specified times 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
• Acting as the first point of contact for any Network related problems between Motorola NOC and its partner's. Develop good customer relationships through excellent customer service

Basic Requirements

• Great communication skills, able to effectively communicate to functional teams internally and externally of the team
• Calm under pressure, able to provide guidance and support
• Previous NOC experience, working in helpdesk, service desk or NOC environments
• Able to understand and follow ITIL concepts
• High levels of attention to detail, able to follow process and procedures that align with the NOC requirements
• Enjoys working autonomously but also a part of the team
• Able to work shift work, weekends, public holidays
• Have an Australian certificate of education or equivalent, this could be a degree, or a diploma
• Foundational networking knowledge

Inclusion Statement

Motorola Solutions embraces a diverse pool of candidates in its recruitment activities. We consider all qualified applicants and do not discriminate based on age, gender identity, biological sex, sexual orientation, intersex status, race, national or ethnic origin, religion, disabilities or health conditions, marital or family status and other areas of potential difference.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.