Technical Support Specialist

Job Description

Job Description

Applies professional-level technical skill and judgment to provide non-routine technical support for computer/data center operations. Installs, configures and troubleshoots server and non-desktop computer hardware, software, systems and other resources in a data center or other centralized computer network setting. Maintains access control, data integrity and file system security for the computer/data center environment. Monitors, tracks and records system performance and utilization metrics. Communicates highly technical information to both technical and nontechnical personnel. Recommends process, hardware and software solutions, including new acquisitions and upgrades, to improve computer/data center efficiency. May participate in development of information technology and infrastructure projects. Survey Tip: May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions. May include company-wide, web-enabled solutions.

● Providing technical support, monitoring day to day operations of Network Operation Centers and monitoring customers’ Infrastructure to ensure system uptime meet service level agreements

● Escalating any Network incidents that cannot be resolved within specified timeframes to the relevant team members and work with them until the incident is resolved

● Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral

● Take Technical Ownership of Major Incidents by – Identifying, communicating, and utilising appropriate resources to resolve the issue. Responsible for documenting and distribution of all Major Incident review reports in the agreed format

● Acting as the first point of contact for any Network related issues between Motorola NOC and its partner’s, Develop good customer relationships through excellent customer service through phone and email.

Basic Requirements

Great communication skills, able to effectively communicate to functional teams internally and externally

Calm under pressure, able to provide guidance and support

You may have previous NOC experience, working in helpdesk, Service desk or NOC environments

Able to understand and follow ITIL concepts

High levels of attention to detail, able to follow process and procedures that align with the NOC requirements

Enjoys working autonomously but also a part of the team

Able to work shift work,Night shifts, including weekends and public holidays

Foundational networking knowledge

Foundational Security concepts understanding is desirable

Are you interested in this position?

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