Technical Support Specialist

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 OverviewThis role is the first point of contact for our customers, providing technical support for first, line mission critical services keeping our community safe. Your role is to provide swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate (24/7). Working closely with the NOC Manager, the NOC Technical Support Specialists and is responsible for the continued quality of service for the end users devices and infrastructure Fault Management monitoring.
Job Description
You will be joining a team of Technical Support Specialists serving our customers on phone calls, email requests and network monitoring tools. This role is required to develop strong relationships with our customers and other internal support functions. Additionally, the NOC Technical Support Specialist is also required to perform proactive and Preventative system management tasks that drive optimised performance.
Job Description

Applies professional-level technical skill and judgment to provide non-routine technical support for computer/data center operations. Installs, configures and troubleshoots server and non-desktop computer hardware, software, systems and other resources in a data center or other centralized computer network setting. Maintains access control, data integrity and file system security for the computer/data center environment. Monitors, tracks and records system performance and utilization metrics. Communicates highly technical information to both technical and nontechnical personnel. Recommends process, hardware and software solutions, including new acquisitions and upgrades, to improve computer/data center efficiency. May participate in development of information technology and infrastructure projects. Survey Tip: May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions. May include company-wide, web-enabled solutions.

●    Providing technical support, monitoring day to day operations of Network Operation Centers and monitoring customers’ Infrastructure to ensure system uptime meet service level agreements
●    Escalating any Network incidents that cannot be resolved within specified timeframes 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
●    Acting as the first point of contact for any Network related issues between Motorola NOC and its partner's, Develop good customer relationships through excellent customer service through phone and email.
 

Basic Requirements

• Great communication skills, able to effectively communicate to functional teams internally and externally
• Calm under pressure, able to provide guidance and support
• You may have previous NOC experience, working in helpdesk, Service desk or NOC environments
• Able to understand and follow ITIL concepts
• High levels of attention to detail, able to follow process and procedures that align with the NOC requirements
• Enjoys working autonomously but also a part of the team
• Able to work shift work,Night shifts, including weekends and public holidays
• Have an Australian certificate of education or equivalent, this could be a degree, or a diploma.
• Foundational networking knowledge
• Foundational Security concepts understanding is desirable

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral 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.