Sr Analyst Noc Technical Support

**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 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. Your role is to provides Tier 2 technical support within the Motorola Network Operations Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required.
**Scope of Responsibilities/Expectations**:
- Primarily responsibility for the overall technical operation and maintenance of all main systems and subsystems.
- Act as a technical escalation point for Network Operations Centre (NOC) staff or Field Engineers requiring technical assistance.
- Provide technical user support and customer service. Be present and visible in the NOC and available to CSOs and CSTs and/or users requiring technical assistance.
- Be available for occasional after hours call out from the NOC to assist in resolving urgent system problems.
- Learn in depth operations of in service equipment and systems.
- Be familiar with, NOC policies, services, and staff.
- Acts in manager's role as required.
- Provides short and long term in depth analysis and investigation of problems.
- Identify and develop work instructions, procedures and policies (surveillance, analysis and testing).
- Mentors less senior staff.
**Systems Administration**
- 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 and add this to the knowledge database for future referral.
- Take Technical Ownership of Major Incidents by - identifying, communicating, and utilizing appropriate resources to resolve the issue.
- Monitor 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.
- Develop good customer relationships through excellent customer service.
- Assisting in providing tier 1 customer support when call or incident volumes are high.
**Other Support**
- Comply with Motorola Quality and Security policies and practices.
- Maintain reasonable discipline and decorum.
- Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology.
- Process focused; provides input to help improve/build processes.
- Provide guidance and support for continual improvements.
- Ability to perform tasks with mínimal supervision.
- Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends.
**Basic Requirements**:
**Specific Knowledge/Skills**
- 5+ years of customer or technical support experience.
- Seeking prior Network Operating Center experience.
- Ability to troubleshoot Infrastructure.
- Implementation or support of sophisticated radio communications networks or systems.
- Experience with IT network design, planning and analysis or microwave distribution systems.
- Experience with Microsoft Active Directory, Microsoft Windows Server 2003/2008 and above.
- Server maintenance skills - hardware and software.
- In depth technical experience with Motorola Dimetra systems
- Advanced English level, writing and speaking
**Desirable**
- Experience with digital voice radio systems.
- Experience in a communications operations or network operations environment.
- Cisco and Juniper experience.
- Network security skills including intrusion detection devices firewalls and anti-virus.
- Experience with Motorola Astro 25 Digital and/or MotoTRBO radio systems will be considered.
- Spanish would be a plus.
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