NSOC Technical Support Specialist

Company OverviewAt 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 OverviewThis 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.Job DescriptionYou 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 ResponsibilitiesProviding technical support, monitoring day to day operations of Network Operation Centers and monitoring customers’ Infrastructure to ensure system uptime meet service level agreementsEscalating any Network incidents that cannot be resolved within specified timeframes to the relevant team members and work with them until the incident is resolvedDocument and record steps taken towards resolution of an incident and add this to the knowledge database for future referralTake 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 formatActing 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 RequirementsAbout you: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 conceptsHigh levels of attention to detail, able to follow process and procedures that align with the NSOC requirementsEnjoys working autonomously but also a part of the teamAble 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 knowledgeFoundational Security concepts understanding is desirableWhat We Offer: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 EnvironmentTravel RequirementsNoneRelocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNoEEO StatementMotorola 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.