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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.
Scope of Responsibilities/Expectations:
Primarily responsibility for the overall technical operation and maintenance of all main systems and subsystems.
Act as a technical escalation point for Network Operations Centre (NOC) staff or Field Engineers requiring technical assistance.
Provide technical user support and customer service. Be present and visible in the NOC and available to CSOs and CSTs and/or users requiring technical assistance. This is a presential position.
Be available for occasional after hours call out from the NOC to assist in resolving urgent system problems.
Learn in depth operations of in service equipment and systems.
Be familiar with, NOC policies, services, and staff.
Acts in manager’s role as required.
Provides short and long term in depth analysis and investigation of problems.
Systems Administration
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.
Monitor all outages/issues through the return to normal services.
Customer Support
Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards.
Develop good customer relationships through excellent customer service.
Assisting in providing tier 1 customer support when call or incident volumes are high.
Other Support
Comply with Motorola Quality and Security policies and practices.
Maintain reasonable discipline and decorum.
Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology.
Process focused; provides input to help improve/build processes.
Provide guidance and support for continual improvements.
Ability to perform tasks with minimal supervision.
Operate in a 24/7 Network Operations Center; this includes shift work and weekends.
Specific Knowledge/Skills
Desirable
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EEO Statement
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.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.