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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Operations Center handles the initial investigation and evaluation of possible failures across all monitored customer systems.

We monitor system health 24 hours a day, 7 days a week, 365 days a year. We primarily monitor public safety systems and thus the urgent resolution of any and all issues is a basic day to day requirement.

Job Description:

The NOC Agent is required to evaluate possible failures and determine what steps need to be taken in order to restore service. They will need to differentiate between minor transient issues and more serious customer affecting outages, and they will engage whatever teams are necessary in order to normalize the customer system. Customer Support Technicians are also responsible for validating the return to normal operation once a restoration is complete.

Core Responsibilities

Incident management

• Monitoring the Motorola Solutions infrastructure using a variety of tools and reacting to resolve any alerts which may arise in order to ensure system uptime meets service level agreements.

• Assessing potential failures and determining the initial course of action.

• Driving incidents to resolution in order to meet expected service level agreements.

• Escalating any incidents that cannot be resolved within specified time frames to the relevant teams and working with them until the incident is resolved.

• Monitoring all outages through the return to normal operation.

• Verifying incident resolution and documenting the steps taken towards restoration of services.

• Building strong and effective working relationships with Engineering and Management organizations.

• Ensuring that access to customer systems is limited to what is ethical and necessary. Usage will be for evaluation of failures and verification of repairs only.

Customer Support

• Responding to escalated customer incidents in a timely fashion and in compliance with NOC standards.

• Keeping customer needs in mind while pursuing the restoration of services.

• Maintaining a sense of urgency when addressing customer affecting issues.

• Coordinating efforts from multiple teams and vendors (both internal and external) in order to normalize customer systems.

• Developing good customer relationships through excellent customer service.

• Responding to customer or field inquiries in a professional and knowledgeable manner

Other Responsibilities

• Complying with Motorola quality and security policies and practices.

• Maintaining reasonable discipline and decorum.

• Being familiar with NOC policies and services.

• Keeping up to date knowledge of all systems and applications used to perform day to day tasks.

• Working closely with all other relevant teams to maximize all opportunities and making a significant contribution in support of new processes and technology.

• Must be process focused and willing to provide input towards continual improvements.

• Ensuring all given tasks are performed based on ITIL processes and procedures.

• Actively participating in all training provided.

• Operating in a 24 X 7 Network Operations Center; this includes shift work and weekends.

• Must be able to perform tasks with minimal supervision.

Basic Requirements:

• 2+ years of technical customer support experience
• High School Degree or equivalent
• Must be able to pass background checks as required for certain sensitive customer systems
• Legal authorization to work in Chile indefinitely is required.

Travel Requirements:

Under 10%###
Relocation Provided

None

Position Type:

Experienced

Referral Payment Plan

Yes

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.