Mid-Level Support Analyst

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 Overview

Job Description

Scope of Responsibilities/Expectations:

• Primarily responsibility for the overall technical operation and maintenance of all main systems and subsystems.
• Act as a technical escalation point for Network Operations Centre (NOC) staff or Field Engineers requiring technical assistance.
• Provide technical user support and customer service. Be present and visible in the NOC and available to CSOs and CSTs and/or users requiring technical assistance.
• Respond to questions from callers; remotely assist users with equipment or system problems/issues.
• Be familiar with NOC policies, services, and staff.
• Be familiar with available Technical and Help Desk resources; stay updated on in-service technology changes or problems.
• Escalate problems/issues as appropriate and when necessary.
• Acts as a technical escalation point i.e. provides support to CSOs and CSTs.

Systems Administration:

• Responsible for providing technical support and monitor day to day operations of Network Operation Center.
• Monitoring the Motorola Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements.
• Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times.
• Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
• Ensure NOC operations meet support and performance metric requirements.
• Monitor all outages/issues through the return to normal services.

Customer Support:

• Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards.
• Develop good customer relationships through excellent customer service.
• Assisting in providing tier 1 customer support when call or incident volumes are high.

Other Support:

• Comply with Motorola Quality and Security policies and practices.
• Maintain reasonable discipline and decorum.
• Be familiar with NOC policies and services.
• Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology.
• Process focused; provides input to help improve/build processes.
• Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends.

Basic Requirements

Specific Knowledge/Skills:

• 2 years of customer or technical support experience.
• Ability to troubleshoot Infrastructure.
• Experience with administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications.
• Experience with Microsoft Active Directory, Microsoft Windows Server 2003+.
• Intermediate English Level

Desirable:

• Experience with digital voice radio systems.
• Experience in a communications operations or network operations environment.
• Technical experience with Motorola Astro 25 Digital, Dimetra or MotoTRBO radio systems is a plus

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Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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.