Tier 1 NOC Analyst

3 weeks ago

Schaumburg, United States 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 Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Center, verifying swift and accurate response to all alerts and ensuring the repair or escalation of issues as appropriate. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position supports Network Operations 24/7, requiring the flexibility to work across all shifts as required
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. ONSITE work ONLY - this is not a remote position.

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

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

#LI-DB1

Basic Requirements
  • 2+ years of technical customer support experience
  • High School Degree or equivalent
  • Must be able to obtain background clearance as required by government customer
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 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. 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.

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