Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department OverviewThe Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission.The Service Desk is a 24x7 service and resides in the MS-NOC. The Service Desk serves as the point of contact for the MS-NOC. They respond to customer issues requested by groups such as the Customer Care, TSO, Field Services, Performance Management team, etc. 
Job DescriptionService Desk receives referred issues through phone calls, trouble tickets, e-mail and or facsimile.
• Answer phone calls regarding customer and network issues meeting the KPI timeline metrics in support of the SLA
• Provisioning of subscribers including access rights, attributes, features, and applications
• Respond to phone calls regarding network and security matters
• Receive and respond to e-mail on matters regarding reported issues
• Checks queue and receive customer trouble ticket
• Verify, validate , and document reported issues
• Assist in perform initial impact analysis
• Open or issue corresponding trouble tickets as appropriate or needed
• Timely escalation to the next level of support
Preferred Skills:
• Good communication and documentation skills
• Computer and strong analytical skills
• Experience in handling customer calls
• Tools: REMEDY, NetCool and other services applications desirable
• MS application tools such as MS-Word, MS-Excel, etc.
• Technical graduate or equivalent experience desired
• Prior background working in NOC or Help Desk/Customer Support environment is highly desired
• Knowledge of ITIL is a plus
• Attention to details
• Technical literacy
• Aptitude to manage multiple task concurrently
 
Basic Requirements

• Must have an Associates Degree or 2+ years of customer support experience

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNo

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

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