Job Description

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It\xe2\x80\x99s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we\xe2\x80\x99re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview This profile is for tracking AirWaves ees who are NOT paid by MSI. Any AirWaves ees who are transitioning for MSI payroll will need to use a different job profile that accurately represents their function



The post holder is responsible for technical troubleshooting of incidents having a range of technical skills across the technologies and services employed across the Airwave Network, enabling support at both Tier 1 and Tier 2 level.

The post holder will provide technical assistance and support to third parties and other Airwave departments to help diagnose and resolve incidents.

Key Accountabilities

Accurately diagnose and resolve incidents within contractual SLAs, ensuring escalation of those which are in jeopardy.

Accurate fault capture ensuring inclusion of all the relevant information, to enable accurate and timely investigation, diagnostics and resolution of all incidents and, where an incident cannot be progressed by the NMC, engage the relevant parties.

Proactive management and maintenance of the network infrastructure ensuring that, where possible, problems are identified and resolved before an incident occurs

Carry out emergency and planned configuration changes to the network infrastructure in order to resolve any customer or network incidents.

Provide cover for the Duty Manager or Network Controller, as required.

Provide enhanced network support and monitoring during customer special events and major incidents.

To become a subject matter expert in a relevant area of the network or service provided, to coach and mentor colleagues in this subject and take ownership and responsibility for local working instructions relevant to this area and the NMC. These areas can include, but are not limited to: ERV, Dimetra, Data and Transmission.

Provide Tier 1 level support as required to include, but not limited to:

Ownership for the update, maintenance and production of relevant processes and local working instructions

Accountable for the delivery of high quality customer service and communications to Airwave\xe2\x80\x99s customer and internal departments

Jeopardy management from opening to resolution within SLA targets of incident cases relevant to the NMC

Accountable for high standards of case note quality and accurate information being entered into incident cases

Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.

Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents and, where an incident cannot be progressed by the NMC, engage the relevant parties.

Direct contact and exceptional standards of inbound and outbound customer service delivery to Airwave\xe2\x80\x99s customers, reacting to customer reported incidents within Service Level targets.

Relationships and communications

Key external contacts (people/groups):

External contacts are primarily partners and suppliers including, but not limited to, Cable & Wireless Worldwide, Capita, Mono, Motorola, Logica.

Key internal contacts (people/groups):

Internal contact will be required with other Service Centre Teams, Field Services, Network Support Services and Customer Services teams as well contact with other internal Airwave teams (IT, PCT) in relation to progression of incidents.

Typical examples of nature of interaction with contacts and skills required (routine, sales, clients, contractors, complaints, negotiation, partners, media etc)

The post holder will interact with a number of people and departments from within Airwave, Airwave\xe2\x80\x99s Suppliers and Airwave\xe2\x80\x99s customers.

These interactions will require skills such as communications (written and verbal), decision making, diagnostics, negotiation, resilience and dealing with difficult people.

Decision making and accountability

What are the financial/budget accountabilities of the role?:

The role has no budgetary or financial responsibility however, there is responsibility to minimise exposure to service credits and SLA failures.

What is this role solely accountable for (must be genuine accountability, not shared or implied):

The role is solely accountable for management of the Airwave Network via Network Monitoring Tools and incidents reported to the Airwave Service Centre from Airwave\xe2\x80\x99s customers.

The post holder has responsibility for technical troubleshooting of incidents at Tier 2 Support level.

Strategic accountability/responsibility (responsibilities aligned with corporate strategy and how wide is the impact of the incumbents decisions):

The role has no specific strategic accountability. However the role is fundamental to the delivery of great service which is an integral part of the sustainability of Airwave\xe2\x80\x99s future business.

Examples of decisions taken and referred:

Timings of initial escalation to both internal and external stakeholders and suppliers, via jeopardy management of ongoing incidents

All decisions required during the life cycle of an incident relevant to the NMC

Actions required to address potential areas of risk to service levels

Accurate technical diagnostics and resolution of incidents to Tier 2 Level

Problem solving and planning

Type and nature of problems encountered in this role and the difficulty in solving them (routine, basic, complex, multi faceted, innovative):

The post holder is primarily responsible for the technical troubleshooting of incidents to Tier 2 Level within the NMC. These incidents can vary in complexity, from routine to complex incidents.

Time span for most of work eg weekly, monthly, annual, 3-5 years. Justification for having to genuinely think and plan that far in advance:

Primarily the post holder will be responding to network events and customer incidents on the Airwave Network and this will involve working in real time with consideration of the short term future, no further forward than a matter of days.

Typical examples of problem solving and planning within the role:

Jeopardy management of potentially complex incidents relevant to the NMC

Diagnostics and resolution in relation to incidents, relevant to the NMC

Escalation of incidents that cannot be progressed within Tier 1 Support to Tier 2 Support

Responsibilities for people

Responsibilities for staff - number and type and the reporting structure (including line manager and direct reports):

The role has no line management responsibility.

Basic Requirements

Essential knowledge and specialist skills

Any essential qualifications (GCSE/A levels/degree/professional level)

Educated to A Level standard (or equivalent), preferably in telecommunications

Knowledge of a TETRA Network

Experience of Tier 2 / 2nd Line diagnostics and technical troubleshooting within an NMC/NOC environment

Expert knowledge of radio communications

Experience of customer services within a Service Centre environment

Fault diagnostic experience

Type and level of minimum experience required

The post holder will have worked in an NMC/NOC environment within the telecommunications industry and have experience of Tier 2/2nd Line diagnostics, troubleshooting and fault resolution. The post holder is also required to have experience of customer service within an NMC/NOC environment, preferably with experience of interacting with customers from the Emergency Services.

Desirable knowledge and skills

ITIL Foundation

An expert level understanding of radio networks

A solid understanding of Service Desk and NMC / NOC operations

Excellent verbal and written communication skills

Negotiation skills

Analytical skills

In return for your expertise, we\xe2\x80\x99ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you\xe2\x80\x99ll get:

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus)
• 25 days holiday entitlement + bank holidays
• Attractive defined contribution pension scheme
• Private medical insurance
• Employee stock purchase plan
• Flexible working options
• Life assurance
• Enhanced maternity and paternity pay
• Career development support and wide ranging learning opportunities
• Employee health and wellbeing support EAP, wellbeing guidance etc
• Carbon neutral initiatives/goals
• Corporate social responsibility initiatives including support for volunteering days
• Well known companies discount scheme

\'We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees\'

CONNECT WITH A CAREER THAT MATTERS

We\xe2\x80\x99re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline - mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready - in the day-to-day moments, and in the moments that matter most.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan Yes

Company Airwave Solutions Limited

Motorola Solutions