Overview
Analista de Suporte Jr Jobs in São Paulo, São Paulo, Brazil at Motorola Solutions
Title: Analista de Suporte Jr
Company: Motorola Solutions
Location: São Paulo, São Paulo, Brazil
Company OverviewAt 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 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. Your role is to 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.
Job DescriptionScope 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
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