Location
São Paulo, SP | Brazil
Job description
Vaga 12x36: 6h as 18h ou 18 as 6h
Local de trabalho: Av. das Nações Unidas, 14401 - Chácara Santo Antônio (Zona Sul), São Paulo - SP.
Modelo de trabalho: Presencial
Company Overview
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
Department Description:
The Operations Engineer provides Tier 2 technical support within the Motorola Network Operations Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate. This position supports 24/7 Network Operations, requiring the flexibility to work across all shifts as required.
Scope of Responsibilities/Expectations:
- Primarily responsibility for the overall technical operation and maintenance of all main systems and subsystems.
- Act as a technical escalation point for Network Operations Centre (NOC) staff or Field Engineers requiring technical assistance.
- Provide technical user support and customer service. Be present and visible in the NOC and available to CSTs and/or users requiring technical assistance.
- Be available for occasional after hours calls out from the NOC to assist in resolving urgent system problems.
- Respond to questions from callers; remotely assist users with equipment or system problems/issues.
- Learn in depth operations of in service equipment and systems.
- Follow standard Operational and Help Desk operating procedures; accurately log and update all Help Desk contacts using incident/call tracking software.
- Be familiar with NOC policies, services, and staff.
- Provides short and long term in depth analysis and investigation of problems.
- Identify and develop work instructions, procedures and policies (surveillance, analysis and testing).
- Mentors less senior staff.
Systems Administration
- Responsible for providing technical support and monitor day to day operations of Network Operation Center.
- Monitoring the Motorola Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements.
- Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times.
- Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
- Ensure NOC operations meet support and performance metric requirements.
- Monitor all outages/issues through the return to normal services.
- Build strong and effective working relationships with Engineering and Management organizations.
Customer Support
- Respond to escalated customer incidents in a timely fashion and in compliance with NOC standards.
- Acting as the first point of contact for any Network related problems between Motorola NOC and its partner's.
- Develop good customer relationships through excellent customer service.
- Assisting in providing tier 1 customer support when incidents volumes are high.
Other Support
- Comply with Motorola Quality and Security policies and practices.
- Maintain reasonable discipline and decorum.
- Responsible to update and maintain data integrity of various database systems used within the NOC.
- Keep up to date knowledge of all systems and application used to perform day to day task.
- Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new process and new technology.
- Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.
- Provide guidance and support for continual improvements.
- Ability to perform tasks with minimal supervision.
- Operate in a 24 X 7 Network Operations Center; this includes shift work and weekends.
Specific Knowledge/Skills:
- 2+ years of customer or technical support experience.
- Seeking prior Network Operating Center experience.
- Ability to troubleshoot Infrastructure.
- Implementation or support of sophisticated radio communications networks or systems.
- Experience with IT network design, planning and analysis or microwave distribution systems.
- Experience with administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications.
- Server maintenance skills - hardware and software.
- Intermediate English level
Desirable:
- Experience with digital voice radio systems.
- Experience in a communications operations or network operations environment.
- Experience with Microsoft Active Directory, Microsoft Windows Server 2003/2008.
- In depth technical experience with Motorola Astro 25 Digital or Dimetra radio systems.
Job tags
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