NSOC Technical Support Specialist

Motorola Solutions; City of Melbourne; Vor Ort; AUD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Annual bonuses

Insurance discounts

Gym memberships

Volunteer day

Flexible work

Stock purchase plan

Recognition programs

Team culture

Zusammenfassung

Motorola Solutions is seeking an NSOC Technical Support Specialist to provide first-line technical support for customers, monitor Network Operation Center operations, and drive proactive system management for optimized performance.

You will build strong relationships with customers, escalate incidents as needed, and contribute to knowledge sharing while working across support teams to maintain service quality 24/7.

Qualifikationen

• Excellent communication with internal and external teams.
• Calm under pressure with ability to guide and support.
• Experience in NSOC/helpdesk/service desk environments.
• Understanding of ITIL concepts.
• Strong attention to detail and process adherence.
• Able to work autonomously and in a team.
• Willing to work night shifts, weekends and public holidays.
• Australian education qualification or equivalent (degree/diploma).
• Basic networking knowledge.
• Foundational security concepts desirable.

Aufgaben

• Provide technical support and monitor day-to-day NSOC operations.
• Escalate incidents if not resolved within timeframes.
• Document steps and add to knowledge base.
• Take ownership of major incidents and coordinate resources.
• Document and distribute Major Incident review reports.
• Serve as first point of contact between Motorola NSOC and partners.
• Develop strong customer relationships via phone and email.

Kenntnisse

Communication skills

Calm under pressure

NSOC experience

ITIL concepts

Attention to detail

Team player

Shift work

Australian qualification

Networking basics

Security concepts

Ausbildung

Australian certificate of education or equivalent

Jobbeschreibung

Company Overview

At 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 Overview

This 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 Description

You 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 Responsibilities

• Providing technical support, monitoring day to day operations of Network Operation Centers and monitoring customers’ Infrastructure to ensure system uptime meet service level agreements
• Escalating any Network incidents that cannot be resolved within specified timeframes 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
• Acting 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 Requirements

• 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 concepts
• High levels of attention to detail, able to follow process and procedures that align with the NSOC requirements
• Enjoys working autonomously but also a part of the team
• Able 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 knowledge
• Foundational Security concepts understanding is desirable

What 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 Environment
• Travel Requirements None
• Relocation Provided None

Position Details

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.

MOTOROLA SOLUTIONS OVERVIEW

At 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.

Learn more at www.motorolasolutions.com.