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Tier 2 Operational Engineer Support (NOC)

Company: Motorola Solutions
Location: Schaumburg
Posted on: June 7, 2021

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Operations Engineer provides Tier 2 technical support within the Motorola Network Operations Control Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required.

Job Description

Scope of Responsibilities/Expectations:

  • Shift range in office Monday-Friday between 7am-10pm CDT and after hours on-call support

  • Primarily responsibility for the overall technical operations and maintenance of all main systems and subsystems.

  • Ongoing high end technical, engineering and upgrade support for main systems and subsystems used on the Metropolitan Mobile Radio Astro Integrated Voice and Data Radio Network and Mobile Data Network High Performance Data Network including Central and Remote Sites, Microwave Distribution System, Console Dispatch System, Voice/Telephony Logging Systems, associated LAN/WANs, external interfaces and Network Management Systems

  • Act as a technical escalation point for Network Operations Control Centre (NOCC) staff or Field Engineers requiring technical assistance.

  • Provide technical user support and customer service; remotely assist users with equipment or system problems/issues.

  • Follow standard Operational and Help Desk operating procedures; accurately log and update all Help Desk contacts using incident/call tracking software.

  • Be familiar with available Technical and Help Desk resources; stay updated on in-service technology changes or problems.

  • Escalate problems/issues as appropriate and when necessary.

  • Acts as a technical escalation point i.e. provides support to CSOs and CSTs.

  • Develop, implement and maintain procedures to measure and track service performance/quality.

  • Provides short and long term in depth analysis and investigation of problems.

  • Manages resources for deployment (directs field or surveillance staff).

  • Represents the group to Management and /or vendors (or other support groups as applicable) in the resolution of equip/network performance problems.

  • Conducts network testing, integration and certification.

Systems Administration

  • Responsible for providing technical support and monitor day to day operations of Network Operation Center.

  • 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

  • Take Technical Ownership of Major Incidents by - identifying, communicating, and utilizing appropriate resources to resolve the issue.

  • Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format.

  • Monitor all outages/issues through the return to normal services.

  • Build strong and effective working relationships with Engineering and Management organizations.

Customer Support

  • Acting as the first point of contact for any Network related problems between Motorola NOCC and its partner's.

  • Develop good customer relationships through excellent customer service.

Preferred Skills:

  • Seeking prior Network Operating Center experience.

  • Ability to troubleshoot Infrastructure.

  • Implementation or support of sophisticated radio communications networks or systems.

  • Experience with IT network design, planning and analysis or microwave distribution systems.

  • Experience with administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications.

  • Experience with Microsoft Active Directory, Microsoft Windows Server 2003/2008.

  • Server maintenance skills - hardware and software.

  • Experience with digital voice radio systems.

  • In depth technical experience with Motorola Astro 25 Digital radio systems.

  • Experience in a communications operations or network operations environment.

  • Cisco and Juniper experience.

  • Network security skills including intrusion detection devices firewalls and anti-virus.

  • Bachelors Degree

  • 3+ years of customer or technical support experience.

Basic Requirements

  • Minimum of a high school diploma and 3+ years of technical support experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.

Keywords: Motorola Solutions, Schaumburg , Tier 2 Operational Engineer Support (NOC), Other , Schaumburg, Illinois

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