Onsite NOC Specialist - Technical Support

Motorola Solutions•Lexington, SC

1d•Onsite

About The Position

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 Overview The Palmetto 800 System is a Motorola built, owned and operated statewide public safety radio system. Two zone P25 technology with over 130 radio sites. The system provides radio service to over 800 Public Safety agencies with over 60,000 users. The Palmetto 800 Team is responsible for the day to day operations of the system and ensuring maximum uptime with a high level of customer service to our Public Safety and Government customers. Job Description Monitors the day-to-day health and operations of the Palmetto 800 Statewide Radio system, utilizing advanced monitoring tools and technologies. Manages the planning, configuration, optimization, and ongoing maintenance of the system, ensuring optimal performance and reliability. Interfaces with customers to promptly open and resolve service tickets, providing technical expertise and troubleshooting assistance. Oversees systems performance through proactive monitoring of equipment, network traffic, and system logs, identifying and addressing any anomalies or issues. Manages vendor relationships, maintenance, and repairs to ensure timely resolution of technical issues. Monitors the system for alerts and alarms, promptly investigating and responding to any critical incidents to minimize downtime and service disruptions. Coordinates system dispatches to address field service requests and resolve technical issues on-site, ensuring effective resolution and customer satisfaction. Handles customer phone calls and emails, providing technical support, troubleshooting assistance, and timely resolution of inquiries or concerns. Coordinates system maintenance outages, scheduling and executing planned maintenance activities to minimize impact on system availability and performance. Manages repair and parts deliveries, coordinating with vendors and internal teams to ensure timely and efficient resolution of equipment issues. Provides network and system support, assisting in the troubleshooting and resolution of network connectivity, hardware, and software issues. Collaborates with cross-functional teams, including engineers, technicians, and field personnel, to ensure seamless integration and operation of the Palmetto 800 Statewide Radio system. Other duties assigned by the manager Schedule/Location: This position is located onsite in Lexington, South Carolina Participates in situation management on the on-call roster, typically on a week-long rotation, being available after hours and throughout the weekend to handle any critical incidents or emergencies. Participates in an after-hours on-call rotation to provide prompt technical support and troubleshooting assistance during off-hours. #LI-CC1

Requirements

High School Diploma OR GED OR 1+ year of experience in one of the following: Customer Service, Call Center, Operational Support, Networking Equipment, IT, Military, Public Safety or Network Operating Center
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Responsibilities

Monitors the day-to-day health and operations of the Palmetto 800 Statewide Radio system, utilizing advanced monitoring tools and technologies.
Manages the planning, configuration, optimization, and ongoing maintenance of the system, ensuring optimal performance and reliability.
Interfaces with customers to promptly open and resolve service tickets, providing technical expertise and troubleshooting assistance.
Oversees systems performance through proactive monitoring of equipment, network traffic, and system logs, identifying and addressing any anomalies or issues.
Manages vendor relationships, maintenance, and repairs to ensure timely resolution of technical issues.
Monitors the system for alerts and alarms, promptly investigating and responding to any critical incidents to minimize downtime and service disruptions.
Coordinates system dispatches to address field service requests and resolve technical issues on-site, ensuring effective resolution and customer satisfaction.
Handles customer phone calls and emails, providing technical support, troubleshooting assistance, and timely resolution of inquiries or concerns.
Coordinates system maintenance outages, scheduling and executing planned maintenance activities to minimize impact on system availability and performance.
Manages repair and parts deliveries, coordinating with vendors and internal teams to ensure timely and efficient resolution of equipment issues.
Provides network and system support, assisting in the troubleshooting and resolution of network connectivity, hardware, and software issues.
Collaborates with cross-functional teams, including engineers, technicians, and field personnel, to ensure seamless integration and operation of the Palmetto 800 Statewide Radio system.
Other duties assigned by the manager
Participates in situation management on the on-call roster, typically on a week-long rotation, being available after hours and throughout the weekend to handle any critical incidents or emergencies.
Participates in an after-hours on-call rotation to provide prompt technical support and troubleshooting assistance during off-hours.