Customer Service Technician

Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

We have a rare opportunity for an experienced Customer Support Technician (CST) to join us at Motorola Solutions. We can offer you a permanent full time stable role, working and supporting our key government clients.

Job Description

Your new role will include but not be limited to the following:

• The Customer Support Technician provides technical support and coordinates activities within the Motorola Network Operation Control Center, verifying swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate.
• Identifies, diagnoses, and resolves level one issues for users while utilising all the available ITSM applications
• Working closely with the NOCC Manager and NOCC team leaders, the CST is responsible for the continued quality of service for the end users infrastructure and Fault Management monitoring in accordance with Service Level Agreements (SLAs) and maintenance of NOCC operating procedures, disaster recovery plans and policies.
• Develop good customer relationships through excellent customer service
• Excellent call quality with good verbal communication and listening skills

Basic Requirements

• Essential: Australian Certificate of Education or equivalent
• Desirable: University – Computer / Engineering Studies ITIL Training / foundations
• Essential experience: Helpdesk Operator Experience / Microsoft Office suite experience
• Desirable: 12 months in a technical helpdesk operator’s role (Radio / Transmission / Paging Network Experience / IP Networking)