NOC Agent I - #7538124

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].