Sr Supervisor I NOC Technical Support

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Allen, TX
Hybrid
47K-87K Annually
Artificial Intelligence • Hardware • Information Technology • Security • Software • Cybersecurity • Big Data Analytics
We help people be their best in the moments that matter.
The Role

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewThe Network and Security Operations (NSOC) team handles 24/7 incident response for 9-1-1 emergency call handling solutions deployed within the public safety sector. Typical solutions under support include NextGen 9-1-1 call routing installations for Public Safety Answering Points (PSAP’s), network Out of Band Management Solutions (modems), and networking devices (switches, routers and firewalls).
Job Description

Work schedule for the Sr Supervisor I NOC Technical Support role:

Night Shift

Wednesday - Saturday, 9:00 pm - 7:30 am (Central Time)

Schedules subject to change in response to business needs.

The Sr Supervisor will provide shift-based oversight and direction for members of technical staff in a 24/7 technical support environment. Primary responsibilities will include resource management, performance management, incident management, and customer satisfaction. 

Primary Responsibilities

  • Supervises technical support activities and provides direction to technical staff

  • Coordinates employee work schedules and ACD staffing to maintain service level objectives

  • Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans

  • Adheres to state and federal (FCC) regulations for telecommunications outage notification

  • Conducts regular team meetings and one-on-one's to deliver training, performance feedback, and process instruction

  • Monitors adherence to company policies, operational and service level agreements (OLAs/SLAs)

  • Writes instructional documentation using standardized best-practices; training aids, technical MOPs, Knowledge Base (KB) articles, and general departmental procedures.

  • Maintains high customer satisfaction; coaches customer service guidelines to members of staff, responds appropriately to escalations from customers and service partners, collaborates with senior management and internal support teams to quickly resolve service concerns

  • Performs departmental onboarding, account management, and miscellaneous administrative duties for direct reports

  • Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete annual employee performance appraisals/reviews.

Preferred Skills

  • Strong working knowledge of IP networking and interoperability standards

  • 1+ years of experience troubleshooting IP network connectivity

  • 1+ years of experience troubleshooting service and hardware errors generated by routers, switches, terminal devices, servers, and endpoints.

  • Working knowledge of networking protocols, such as VPN, BGP, MPLS, or SIP.

  • Demonstrated ability to navigate and interpret network drawings (i.e. Vizio drawings)

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

Target Base Salary Range: $46,800- $86,600 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1


Basic Requirements

  • 2+ years of technical support experience in an IT Service organization

  • Must be able to obtain background clearance as required by government customer

  • Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.


Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 10 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 [email protected].

What the Team is Saying

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The Company
HQ: Chicago, IL
21,000 Employees
Hybrid Workplace
Year Founded: 1928

What We Do

About Motorola Solutions | Solving for safer

Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people, property and places. Our technologies support public safety agencies and enterprises alike, enabling the collaboration that’s critical for safer communities, safer schools, safer hospitals and safer businesses.

Why Work With Us

We are a global family of driven, dynamic people who inspire and support everyone around us to be the best version of themselves. We embrace a “people first” philosophy – and are committed to creating and maintaining a culture of caring and inclusiveness. Are you ready to join our team and be a part of a close-knit community in a big company?

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Motorola Solutions Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We believe that the next big idea can come from anyone, anywhere, at any time. That’s why we offer office-based, hybrid and remote working models, where Motorolans can do their best work wherever they work best.

Typical time on-site: Flexible
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