Job description
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 doesn’t 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
Job Description
The Customer Support Technician will be joining a team of Customer Support Operators and Senior Customer Support Technicians 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.
Hours for this role are Wednesday night (Thursday morning) 12am - 6am, Thursday, Friday and Saturday 6pm - 6am
The following will be core responsibilities of the Customer Support Technician:
Systems Administration
Customer Support
Other Support
The following will be core responsibilities of the Customer Support Technician:
Systems Administration
- Responsible for providing technical support and monitoring the day to day operations of the Network Operation Center.
- Monitoring the Motorola Solutions Infrastructure using a variety of tools and reacting to resolve any alerts which may arise and ensure system uptime meets 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 working with them until the incident is resolved.
- Documenting steps taken towards resolution of an incident and adding this to the knowledge database for future referral.
- Taking technical ownership of major incidents by identifying, communicating, and utilizing appropriate resources to resolve the issue.
- Responsible for documenting and distributing all major incident review reports in the agreed format.
- Ensuring NOC operations meet support and performance metric requirements.
- Monitoring all outages/issues through the return to normal services.
- Building strong and effective working relationships with Engineering and Management organizations.
Customer Support
- Responding 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 the Motorola NOC and its partners.
- Developing good customer relationships through excellent customer service.
Other Support
- Complying with Motorola quality and security policies and practices.
- Maintaining reasonable discipline and decorum.
- Being familiar with NOC policies and services.
- Responsible for updating and maintaining data integrity of various database systems used within the NOC.
- Keeping up to date knowledge of all systems and applications used to perform day to day tasks.
- Working closely with all other relevant teams to maximize all opportunities and making a significant contribution by supporting new process and new technology.
- Must be process focused; providing 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.
- Providing guidance and support for continual improvements.
- Ensuring all given tasks are performed based on ITIL processes and procedures.
- Actively participating in all training provided.
- Must be able to perform tasks with minimal supervision.
- Operating in a 24 X 7 Network Operations Center; this includes shift work and weekends.
Preferred Skills:
- 2+ years of customer support experience preferably in a NOC environment
- Experience in a help desk / service desk / technical support environment.
- Prior background working in 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
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Basic Requirements
- 2+ years of technical customer support experience
- High School Degree or equivalent
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Vaccine Requirement
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.
Travel Requirements
Relocation Provided
Position Type
Referral Payment Plan
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 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.
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