NOC Technical Support Specialist
2 weeks ago
Job Description
Your authorities will include:
Assumes delegated authorities in the absence of the NOC Senior Technical Support Specialis/TL.
You will be responsible for:
Systems Administration
Responsible for providing technical support and monitor day to day operations of Network Operation Control Centers 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 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 utilising 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 organisationsCustomer Support
Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards Acting as the first point of contact for any Network related problems between Motorola NOC and its partners. Develop good customer relationships through excellent customer service Assisting in providing tier 1 customer support when call volumes are highOther Support
Contribute strongly to Motorola Solutions Purpose, Brand Promise and Our Values 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 application used to perform day to day task Work closely with all other relevant teams to maximise all opportunities and make a significant contribution by supporting new process 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 one ITIL process & procedures Actively participate in all training provided Ability to perform tasks with minimal supervision Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends All other relevant task as assigned by the NOC Manager
Basic Requirements
About you
Education and Qualifications
Essential:
Australian Certificate of Education or equivalentIt will also be beneficial (not mandatory) if you have:
University – Computer/ Engineering Studies ITIL Training/ foundationsExperience and Skills
Essential:
Helpdesk Operator ExperienceIt will also be beneficial (not mandatory) if you have:
12 months in a technical helpdesk operator's role Radio / Transmission / Paging Network Experience/IP NetworkingPersonal Attributes
Good communication skills (written and verbal), driven, customer focused, team player, take ownership.Closing Date 29 June 2024
Salary 70k 75k
Location: Burwood East, Melbourne
Inclusion and Diversity
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
Relocation Provided
Position Type
Referral Payment Plan
YesEEO 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.
We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email
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