Customer Service Technician

Company Overview
Motorola Solutions is there for our customers when everything is on the line. In extreme moments when a hurricane lands or when a fire breaks out. And in everyday moments when a package arrives just in time for the holiday or when a child doesnt miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview The Melbourne Network Operations Control Centre NOCC, is our 247 single point of contact to our managed and support services customers in ANZ. From the NOCC 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 NOCC including preventative maintenance, system upgrade and other optimisations activities.
The NOCC is part of the global Centralized Managed and Support Operations CMSO organisation, alongside other NOCCs, Technical support and customer care functions around the world.
**Job Description**:
Your authorities will include

Assumes delegated authorities in the absence of the Senior Customer Support TechnicianTL.

You will be responsible for

Systems Administration

1. Responsible for providing technical support and monitor day to day operations of Network Operation Control Centers

2. 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

3. Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times

4. 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

5. Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral

6. Take Technical Ownership of Major Incidents by Identifying, communicating, and utilising appropriate resources to resolve the issue

7. Responsible for documenting and distribution of all Major Incident review reports in the agreed format

8. Ensure NOCC operations meet support and performance metric requirements

9. Monitor all outagesissues through the return to normal services

10. Build strong and effective working relationships with Engineering and Management organisations

Customer Support

1. Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards

2. Acting as the first point of contact for any Network related problems between Motorola NOCC and its partners.

3. Develop good customer relationships through excellent customer service

4. Assisting in providing tier 1 customer support when call volumes are high

Other Support

1. Contribute strongly to Motorola Solutions Purpose, Brand Promise and Our Values

2. Comply with Motorola Quality and Security policies and practices

3. Maintain reasonable discipline and decorum

4. Be familiar with NOCC policies and services

5. Responsible to update and maintain data integrity of various database systems used within the NOCC

7. Work closely with all other relevant teams to maximise all opportunities and make a significant contribution by supporting new process and new technology

8. Process focused; provides input to help improvebuild processes

9. Must be able to effectively coordinate and multitask across various groups and functional teams both inside and outside of the business

10. Provide guidance and support for continual improvements

11. Ensuring all given tasks are performed based one ITIL process & procedures

12. Actively participate in all training provided

13. Ability to perform tasks with mínimal supervision

14. Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends

15. All other relevant task as assigned by the NOCC Manager Regular basis, often on short notice

Basic Requirements
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 operators role

Radio Transmission Paging Network ExperienceIP Networking

Personal Attributes

Good communication skills written and verbal, driven, customer focused, team player, take ownership.

Other Requirements

Successful applicants will be required to pass a police security clearance

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