NOC Agent

hace 2 días

Santiago, Metropolitana, Chile Motorola Solutions A tiempo completo

Job Summary

Motorola Solutions is seeking a skilled NOC Agent to join our team. As a NOC Agent, you will be responsible for evaluating possible failures and determining the initial course of action to restore service. You will need to differentiate between minor transient issues and more serious customer affecting outages, and engage the necessary teams to normalize the customer system.

Key Responsibilities

Incident Management

• Monitor the Motorola Solutions infrastructure using various tools and react to resolve any alerts that may arise to ensure system uptime meets service level agreements.

• Assess potential failures and determine the initial course of action.

• Drive incidents to resolution to meet expected service level agreements.

• Escalate any incidents that cannot be resolved within specified time frames to the relevant teams and work with them until the incident is resolved.

• Monitor all outages through the return to normal operation.

• Verify incident resolution and document the steps taken towards restoration of services.

Customer Support

• Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards.

• Keep customer needs in mind while pursuing the restoration of services.

• Maintain a sense of urgency when addressing customer affecting issues.

• Coordinate efforts from multiple teams and vendors to normalize customer systems.

• Develop good customer relationships through excellent customer service.

Other Responsibilities

• Comply with Motorola quality and security policies and practices.

• Maintain reasonable discipline and decorum.

• Be familiar with NOC policies and services.

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

• Work closely with all other relevant teams to maximize opportunities and make a significant contribution in support of new processes and technology.

• Be process-focused and willing to provide input towards continual improvements.

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

• Actively participate in all training provided.

Requirements

• 2+ years of technical customer support experience

• High School Degree or equivalent

• Must be able to pass background checks as required for certain sensitive customer systems

Legal authorization to work in Chile indefinitely is required.

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