NOC Technical Support Specialist

vor 2 Wochen

Melbourne, Österreich Motorola Solutions Vollzeit

NOC Technical Support Specialist page is loaded NOC Technical Support Specialist Apply locations Melbourne, Australia time type Full time posted on Posted 12 Days Ago job requisition id R47278 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 OverviewThe Melbourne Network Operations 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 NOC, Technical support and customer care functions around the world.
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 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
  • 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 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 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.

#LI-ONSITE


Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes

EEO 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 ohr@motorolasolutions.com .

About Us

MOTOROLA SOLUTIONS OVERVIEW

At Motorola Solutions, we believe our people are our greatest strength. More than 20,000 strong, we’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. 

As we have for nearly a century, we design and advance technology – intentionally, purposefully, responsibly – that prioritizes people and helps save lives. We build and connect critical communications, video security and command center technologies to help protect people, property and places. And our solutions enable the collaboration between public safety agencies and enterprises that’s critical for a proactive approach to safety and security. 

Because we believe that the next big idea can come from anyone, anywhere at any time, we're transforming the technology of today with tomorrow in mind. Anything is possible with the freedom to think outside the box. Connect with a career that matters and help us to build a future of safer, together. Learn more www.motorolasolutions.com . 

#J-18808-Ljbffr

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