Address
Form of workCompany 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.
Other Support
• Comply with Motorola Quality and Security policies and practices.
• Maintain reasonable discipline and decorum.
• Be familiar with NOC policies and services.
• Responsible to update and maintain data integrity of various database systems used within the NOC.
• Keep up to date knowledge of all systems and applications used to perform day to day tasks.
• Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new processes and new technology.
• Process focused; provides input to help improve/build processes.
• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.
• Provide guidance and support for continual improvements.
• Ensuring all given tasks are performed based on ITIL process and procedures.
• Actively participate in all training provided.
• Ability to perform tasks with minimal supervision.
• Operates in a 24 X 7 Network Operations Center; this includes shift work and weekends.
Specific Knowledge/Skills:
• 2+ years of customer support experience preferably in a NOC environment
• Seeking experience in a help desk/service desk/ technical support environment.
• Prior background working in a NOC environment is highly desired.
• Knowledge of ITIL is a plus.
• Good communication skills (verbal, written and presentation).
• Strong analytical, problem solving and investigative skills.
• Attention to detail.
• Ability to work unsupervised.
• Good time management skills.
• Ability to set priorities and meet deadlines.
• Aptitude to manage multiple tasks concurrently.
• Technical literacy.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Must be United State Citizen
#LI-DB1
Basic Requirements
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No
Our U.S. Benefits include:
EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
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.
Other Support
• Comply with Motorola Quality and Security policies and practices.
• Maintain reasonable discipline and decorum.
• Be familiar with NOC policies and services.
• Responsible to update and maintain data integrity of various database systems used within the NOC.
• Keep up to date knowledge of all systems and applications used to perform day to day tasks.
• Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new processes and new technology.
• Process focused; provides input to help improve/build processes.
• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.
• Provide guidance and support for continual improvements.
• Ensuring all given tasks are performed based on ITIL process and procedures.
• Actively participate in all training provided.
• Ability to perform tasks with minimal supervision.
• Operates in a 24 X 7 Network Operations Center; this includes shift work and weekends.
Specific Knowledge/Skills:
• 2+ years of customer support experience preferably in a NOC environment
• Seeking experience in a help desk/service desk/ technical support environment.
• Prior background working in a NOC environment is highly desired.
• Knowledge of ITIL is a plus.
• Good communication skills (verbal, written and presentation).
• Strong analytical, problem solving and investigative skills.
• Attention to detail.
• Ability to work unsupervised.
• Good time management skills.
• Ability to set priorities and meet deadlines.
• Aptitude to manage multiple tasks concurrently.
• Technical literacy.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Must be United State Citizen
#LI-DB1
Basic Requirements
- High School Diploma or equivalency
- 2+ years of technical customer support experience
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
