Noc Technical Support Specialist

1 week ago

Burwood East, Australia Motorola Solutions Full time

**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 Melbourne Network Operations Control Centre (NOC), is our 24/7 single point of contact to our managed and support services customers in ANZ. From the NOC we manage, monitor and respond to our customers' faults, requests and inquiries. We also proactively monitor our managed services systems to ensure speedy response and maximum availability of services. A range of proactive activities are coordinated by the NOC including preventative maintenance, system upgrade and other optimisations activities.

The NOC is part of the global Centralized Managed and Support Operations (CMSO) organisation, alongside other NOCs, Technical support and customer care functions around the world.
**Your authorities will include:
Assumes delegated authorities in the absence of the Senior Technical Support Specialist /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 organisations

**Customer 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 high

**Other 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
- 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 mínimal 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 equivalent

It will also be beneficial (not mandatory) if you have:

- University - Computer/ Engineering Studies
- ITIL Training/ foundations

**Experience and Skills**

Essential:

- Helpdesk Operator Experience

It will also be beneficial (not mandatory) if you have:

- 12 months in a technical helpdesk operator’s role
- Radio / Transmission / Paging Network Experience/IP Networking

**Personal Attributes**
- Good communication skills (written and verbal), driven, customer focused, team player, take owner

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