Customer Support Technician (Night Shift)

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

Department Description:
The Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Center, verifying swift and accurate responses to all alerts, and ensuring the repair or escalation of issues as appropriate. The Customer Support Technician 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/platforms as required. The current position is on-site Wednesday from 12 am to 6 am and Thursday through Saturday from 6 pm to 6 am.
Scope of Responsibilities/Expectations:
The Customer Support Technician will be joining a team of Customer Support Operators and Senior Customer Support Technicians serving all relevant accounts. This role will develop strong relationships with the customer and all other supporting departments. Additionally, the Customer Support Technician will perform some administrative tasks that will help drive day-to-day performance. This is driven by using a ticketing system along with Monitoring tools.
The following are the core responsibilities of the Customer Support Technician:
Job Description

**This is an onsite Night Shift role. All candidates must be able to work on-site**

Scope of Responsibilities/Expectations:

The Customer Support Technician will be joining a team of Customer Support Operators and Senior Customer Support Technicians serving all relevant accounts. This role will develop strong relationships with the customer and all other supporting departments. Additionally, the Customer Support Technician will perform some administrative tasks that will help drive day-to-day performance. This is driven by using a ticketing system along with Monitoring tools.

Roles and Responsibilities 

•  Responsible for providing support and monitoring day-to-day operations of the Network Operation Center and customers.

•  Monitoring the Motorola Solutions Infrastructure using a variety of tools and reacting to resolve any alerts which may arise and ensure system uptime meets service level agreements.

•  Investigate issues and determine if onsite presence is needed to revolve.

•  Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are always met.

•  Maintain consistent communication by phone, email, and ticket updates with customers and other Motorola Solutions teams. Drive incidents to resolution.

•  Acting as the first point of contact for any Network related problems between Motorola NOC and its partners.

•  Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and working with them until the incident is resolved.

•  Document and record steps that were taken towards the resolution of an incident and add this to the incident and knowledge database for future referrals.

•  Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue.

• Investigate issues and determine if onsite presence is needed to revolve.

•  Responsible for documenting and distributing all Major Incident Review Reports in the agreed format.

•  Ensure NOC 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, Field Services, and Management organizations.

•  Track and drive 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.

•  Phone Etiquette develops good customer relationships through excellent customer service

Other Support 

• Comply with Motorola Quality and Security policies and practices.

• Maintain reasonable discipline and decorum.

• Be familiar with NOC policies and services.

• Responsible for updating and maintaining data integrity of various database systems used within the NOC.

• Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks.

• Collaborate across multiple teams to maximize all opportunities, and make a significant contribution by supporting new processes and new technology.

• Process focused; Provide feedback and input to help build processes. Provide guidance and support for continual improvement.

• Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.

• Provide feedback and input to help build processes. Provide guidance and support for continual improvement.

• Ensuring all given tasks are performed based on ITIL processes and procedures.

• Actively participate in all training provided.

• Ability to perform tasks with minimal supervision.

• Operates in a 24 X 7 Network Operations Center; this includes shift work and weekends.

 Experience using ServiceNow, Remedy, UEM, Virtual Desktops, Partner Portals, Group Chats, or other ITSM platform

- Ability to work overtime as required

- Must be able to work on-site

- This position is subject to working in high-security areas and requires successfully passing a more stringent background check administered by Motorola Solutions Inc. customers.

Ability to remain calm and courteous under strain, and an ability to navigate tense situations.

Strong interpersonal skills

Able to be self-motivated

Specific Knowledge/Skills:

2+ years of customer support experience preferably in a NOC environment

Prior background working in a NOC environment is highly desired.

Knowledge of ITIL is a plus.

Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems

Experience with Telco, Networking, Troubleshooting

Network and System Monitoring Experience

Ability to provide Technical Support via telephone

Good communication skills (verbal, written, and presentation).

Strong analytical, problem-solving, investigative skills and customer service 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.

 Minimum of a high school diploma or equivalent

Must be United State Citizen and pass a background check

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Basic Requirements

• 2+ years of technical customer support experience
• High School diploma or equivalent
• Must be United State Citizen

  and pass background check

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.