Monitoring Assistant I

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

The Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission.

Job Description

You'll provide technical support and coordination on activities within the 'Motorola Network Operation Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. The Tier 1 agent will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required. The Tier 1 Agent will be joining a team of Customer Support Operators and Senior Tier 1 Agent serving all relevant accounts. This role will develop strong relationships with the customer and all other supporting departments.

Basic Requirements

• Systems Administration
• 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.
• Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved.
• Document and record steps taken towards resolution of an incident
• Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format.
• Monitor all outages/issues through the return to normal services.

• Customer Support
• Acting as the first point of contact for any Network related problems between Motorola NOC and its partner's.
• Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards.
• Answer phone calls/e-mails regarding customer and network issues, or support requests, meeting the KPI timeline metrics in support of the SLA
• Open corresponding trouble tickets as appropriate or needed, assisting in perform initial impact analysis and timely escalation to the next level of support

• Other Support
• Comply with Motorola Quality and Security policies and practices.
• Maintain reasonable discipline and decorum.
• Be familiar with NOC policies and services.
• Keep up to date knowledge of all systems and application used to perform day to day task.
• Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology.
• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.
• Actively participate in all training provided.
• Ability to perform tasks with minimal supervision.
• Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends.

• Specific Knowledge/Skills:
• 2 years of customer support experience preferably in a NOC environment
• Seeking experience in a help desk/service desk/ technical support environment.
• Prior background working in NOC environment is highly desired.
• Knowledge of ITIL is a plus.
• Good communication skills (verbal, written and presentation).
• Strong analytical, problem solving and investigative skills.
• Attention to detail.
• Ability to work unsupervised.
• Good time management skills.
• Ability to set priorities and meet deadlines.
• Aptitude to manage multiple tasks concurrently.
• Technical literacy.
• Advanced English Level

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes