Noc Agent

**Company Overview**:
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

**Department Overview**: The Centralized managed Operations Center handles the initial investigation and evaluation of possible failures across all monitored customer systems. We monitor system health 24 hours a day, 7 days a week, 365 days a year. We primarily monitor public safety systems and thus the urgent resolution of any and all issues is a basic day to day requirement.
**The NOC Agent is required to evaluate possible failures and determine what steps need to be taken in order to restore service. They will need to differentiate between minor transient issues and more serious customer affecting outages, and they will engage whatever teams are necessary in order to normalize the customer system. Customer Support Technicians are also responsible for validating the return to normal operation once a restoration is complete.

**Core Responsibilities**

**Incident management**
- Monitoring the Motorola Solutions infrastructure using a variety of tools and reacting to resolve any alerts which may arise in order to ensure system uptime meets service level agreements.
- Assessing potential failures and determining the initial course of action.
- Driving incidents to resolution in order to meet expected service level agreements.
- Escalating any incidents that cannot be resolved within specified time frames to the relevant teams and working with them until the incident is resolved.
- Monitoring all outages through the return to normal operation.
- Verifying incident resolution and documenting the steps taken towards restoration of services.
- Building strong and effective working relationships with Engineering and Management organizations.
- Ensuring that access to customer systems is limited to what is ethical and necessary. Usage will be for evaluation of failures and verification of repairs _only._

**Customer Support**
- Responding to escalated customer incidents in a timely fashion and in compliance with NOC standards.
- Keeping customer needs in mind while pursuing the restoration of services.
- Maintaining a sense of urgency when addressing customer affecting issues.
- Coordinating efforts from multiple teams and vendors (both internal and external) in order to normalize customer systems.
- Developing good customer relationships through excellent customer service.
- Responding to customer or field inquiries in a professional and knowledgeable manner

**Other Responsibilities**
- Complying with Motorola quality and security policies and practices.
- Maintaining reasonable discipline and decorum.
- Being familiar with NOC policies and services.
- Working closely with all other relevant teams to maximize all opportunities and making a significant contribution in support of new processes and technology.
- Must be process focused and willing to provide input towards continual improvements.
- Ensuring all given tasks are performed based on ITIL processes and procedures.
- Actively participating in all training provided.
- Operating in a 24 X 7 Network Operations Center; this includes shift work and weekends.
- Must be able to perform tasks with mínimal supervision.

**Basic 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.

***Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced

**Referral Payment Plan**: Yes