Technical Support Specialist

Há 3 dias

São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

Job Title: Sr Analyst NOC Technical Support

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our Motorola Solutions team. As a Sr Analyst NOC Technical Support, you will be responsible for the overall technical operation and maintenance of all main systems and subsystems. You will act as a technical escalation point for Network Operations Centre (NOC) staff or Field Engineers requiring technical assistance.

Key Responsibilities:

  • Provide technical user support and customer service, being 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.
  • 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.
  • 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.
  • 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 minimal supervision.
  • Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends.

Requirements:

  • 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 administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications.
  • 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.

Travel Requirements: None

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

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