Customer Service Technician

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

The Customer Support Technician should strive to maintain the highest level of service for all customers; assuring the appropriate and timely notification of network and maintenance statuses.
Job DescriptionThe Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Control Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. Working closely with the NOCC Manager, the NOCC Engineers and is responsible for the continued quality of service for the end users infrastructure and Fault Management monitoring.
Basic Requirements

 You will be joining a team of Customer Support Operators and Senior Customer Support Technician serving all relevant accounts. This role is required to develop strong relationships with the customer and all other supporting departments. Additionally, the Customer Support Technician is also required to perform some administrative tasks that help drive day to day performance. The following will be core responsibility of the Customer Support Technician.

SYSTEMS ADMINISTRATION 

• Responsible for providing technical support and monitor day to day operations of Network Operation Control Centers

• 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 times 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 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

• Ensure NOCC operations meet support and performance metric requirements Monitor all outages/issues through the return to normal services

• Build strong and effective working relationships with Engineering and Management organisations

CUSTOMER SUPPORT 

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

• Acting as the first point of contact for any Network related problems between Motorola NOCC and its partner's Develop good customer relationships through excellent customer service

• Assisting in providing tier 1 customer support when call volumes are high

OTHER SUPPORT 

• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business Provide guidance and support for continual improvements 

• Ensuring all given tasks are performed based one ITIL process & procedures 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 All other relevant task as assigned by the NOCC Manager

SPECIFIC REQUIREMENT

• Successful applicants will need to pass a Victoria Police security checks and National Police name checks.

General Education

Essential: Australian Certificate of Education or equivalent

Desirable: University – Computer/ Engineering Studies

ITIL Training/ foundations

Experience

Essential: Helpdesk Operator Experience

Desirable: 12 months in a technical helpdesk operator’s role, Radio

Transmission / Paging Network Experience/IP Networking 

Inclusion & Diversity:

At Motorola we are proud of the diversity of our people. Motorola is committed to providing equal employment opportunities and is a proud sponsor of Females in Information Technology & Telecommunications.

Being “Motorolan” means:

Being passionate about the clients we serve, partnering with government and industry, driven and focused on innovation and being accountable to deliver a high standard. We also like to have some fun

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes