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Core Technical Support Specialist

Posted 24 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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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 Overview

On any given day, every moment matters to someone, somewhere. And every moment, Motorola Solutions’ innovations, products and services play essential roles in people’s lives. We help firefighters see around buildings and police officers see around street corners. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid. And we provide the situational awareness first responders need when a moment brings catastrophe. We help people be their best in their moments that matter.

Fixed Term Contract 24 Months.

The Core Technical Support Specialist is responsible for maintaining the availability and delivery of the Technical Support Function’s remit relating to the core Infrastructure within the UK Managed Services Platform. This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.

Job Description

1. Provide 2nd and 3rd line support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities

2. Delivery of the Core Technical Support remit ensuring the availability of the function across a 24/7, 365 day pattern including on call requirements

3. Liaise with Customers on all complex issues that can not be resolved satisfactorily by 1st and 2nd line teams, taking ownership through to resolution whilst maintaining communication flow throughout

4. Develop and discharge the Applications, Infrastructure and Spares Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, Availability Management.

5. Ensuring the Core Network Infrastructure systems are patched to the correct level required by our security accreditors.

6. Ensuring the Core Network Infrastructure are performing within required capacity management parameters.

7. Ensuring Core Network Infrastructure uptimes are within the business defined SLAs.

8. Ensuring Core Network Infrastructure hardware is maintained.

9. Support and undertake the installation of new or upgraded Core Network Infrastructure components, systems and services.

10. Support and evolve Operational Acceptance criteria activities

11. Support the User Acceptance Testing, User Trials and Service Commencement requirements

12. Maintain Technical Support policies, processes and tools related to the Core Network Infrastructure

Basic Requirements

Able to demonstrate the key cultural principles of the Technical Support Office in terms of Collaboration with others, achieving Service Targets and driving Continuous Improvement. Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency. A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives. HNC or equivalent in Telecommunications, IP, IT or similar. ITIL v3 foundation Desirable Experience in at least two of the following: Dimetra, IP Network technologies, LTE and 3GPP Standards, Unix/Linux, Windows operating systems, Virtual Environments. Extensive industry experience working in Technical Support teams with demonstrable experience in at least one of the following: Core Network technologies and associated processes;. IP Network technologies; Security technologies. Demonstrable ability to identify improvements in Technical Support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintenance etc.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Yes

Motorola Solutions (NYSE: MSI) is a global leader in mission-critical communications. Our technology platforms in communications, command center software, video security solutions and managed and support services make cities safer and help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security.

Telecom
London
10,000 employees