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Tier 1 NOC Analyst (3rd Shift)

Company: Motorola Solutions
Location: Schaumburg
Posted on: November 17, 2021

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account. 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 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 24/7 Network Operations, 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. The following will be core responsibility of the Customer Support Technician: Systems Administration * Responsible for providing technical support and monitoring the day to day operations of 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 and recording steps taken towards resolution of an incident and adding this to the knowledge database for future referral. * Take 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. * 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 organizations. 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 the Motorola NOC and its partners. * Develop good customer relationships through excellent customer service. Other Support * 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 applications used to perform day to day tasks. * Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology. * Must be 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 on ITIL processes and 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. This Role would work the following hours: * 11:30 pm to 9 am: Monday through Thursday Preferred Skills: * 2+ years of customer support experience preferably in a NOC environment * Seeking 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. Basic Requirements 2+ years of customer support experience preferably in a NOC environment --- Seeking experience in a help desk/service desk/ technical support environment. --- Prior background working in a NOC environment is highly desired. Vaccine Requirement Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief. If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made. Travel Requirements None Relocation Provided None Position Type Experienced Referral Payment Plan Yes 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.

Keywords: Motorola Solutions, Schaumburg , Tier 1 NOC Analyst (3rd Shift), Professions , Schaumburg, Illinois

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