NSOC Technical Support Specialist

Description

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

This role is the first point of contact for our customers, providing technical support for first, line mission critical services keeping our community safe. Your role is to provide swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate (24/7). Working closely with the NSOC Manager, the NSOC Technical Support Specialists and is responsible for the continued quality of service for the end users devices and infrastructure Fault Management monitoring.

You will be joining a team of Technical Support Specialists serving our customers on phone calls, email requests and network monitoring tools. This role is required to develop strong relationships with our customers and other internal support functions. Additionally, the NSOC Technical Support Specialist is also required to perform proactive and Preventative system management tasks that drive optimised performance.

Core Role Responsibilities

Providing technical support, monitoring day to day operations of Network Operation Centers and monitoring customers’ Infrastructure to ensure system uptime meet service level agreements

Escalating any Network incidents that cannot be resolved within specified timeframes to the relevant team members and work with them until the incident is resolved

Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral

Take Technical Ownership of Major Incidents by – Identifying , communicating, and utilising appropriate resources to resolve the issue. Responsible for documenting and distribution of all Major Incident review reports in the agreed format

Acting as the first point of contact for any Network related issues between Motorola NSOC and its partner's, Develop good customer relationships through excellent customer service through phone and email.

Basic Requirements

Requirements

• Great communication skills, able to effectively communicate to functional teams internally and externally
• Calm under pressure, able to provide guidance and support
• You may have previous NSOC experience, working in helpdesk, Service desk or NSOC environments
• Able to understand and follow ITIL concepts
• High levels of attention to detail, able to follow process and procedures that align with the NSOC requirements
• Enjoys working autonomously but also a part of the team
• Able to work shift work, night shifts, including weekends and public holidays
• Have an Australian certificate of education or equivalent, this could be a degree, or a diploma.
• Foundational networking knowledge
• Foundational Security concepts understanding is desirable

Benefits

• Career Progression Opportunities & Onsite Career Development
• Annual bonuses
• Insurance Discounts
• Discounted Gym Memberships
• Paid Volunteer Day and Motorola Solutions Recognition Day
• Flexible Working Opportunities
• Discounted Stock Purchase Plan
• Recognition Programs
• Awesome Team & Fun Work Environment
• Travel Requirements
• None
• Relocation Provided
• None
• Position Type
• Experienced
• Referral Payment Plan
• Yes