Managed Services - NOC Tier-1 Support
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About The Position
At Motorola Solutions, we are dedicated to helping people be their best in the moments that matter. Our mission is to create safer environments through innovative technologies that enhance public safety and security. The Customer Support Technician plays a crucial role in our Network Operation Center (NOC), providing essential technical support and ensuring a swift and accurate response to all alerts. This position is vital for maintaining the highest level of service for our customers, ensuring timely notifications regarding network and maintenance statuses. The role requires flexibility to work across all shifts, as the NOC operates 24/7. As a Customer Support Technician, you will be responsible for monitoring the Motorola Solutions Infrastructure using various tools, reacting to alerts, and ensuring system uptime meets service level agreements. You will log and resolve network incidents, escalating issues that cannot be resolved within specified time frames to the appropriate team members. Documenting the steps taken towards resolution is essential, as this information will contribute to our knowledge database for future reference. You will also take technical ownership of major incidents, ensuring effective communication and resource utilization to resolve issues promptly. In addition to technical responsibilities, you will act as the first point of contact for escalated customer incidents, developing strong relationships through excellent customer service. Compliance with Motorola's Quality and Security policies is paramount, and you will be expected to maintain data integrity across various database systems used within the NOC. Your role will involve collaborating with other teams to maximize opportunities and contribute to new processes and technologies. A focus on ITIL processes and continual improvement will be essential in your daily tasks, and you will participate in training to enhance your skills further.
