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Job Details


Applications Technical Support Specialist

Computer and Mathematical

All

Full Time

No

Rugby, North Dakota, United States

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 OverviewAs part of the Technical Support Office (TSO) UKS&S org, the Application Technical Support Specialist is responsible for maintaining the availability and delivery of the Technical Support Function’s remit relating to the core Applications 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

This role is hybrid between office and home.

  • Provide 2nd and 3rd line support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities.
  • Delivery of the Application Technical Support remit ensuring the availability of the function across a 24/7, 365-day pattern including on call requirements.
  • Accurately account for budgetary elements of all self-managed initiatives ensuring costs and cross-charging are apportioned appropriately whilst seeking efficiencies wherever possible.
  • Liaise with Customers on all complex issues that cannot be resolved satisfactorily by 1st and 2nd line teams, taking ownership through to resolution whilst maintaining communication flow throughout.
  • Develop and discharge the Applications and Infrastructure Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, Availability Management.
  • Ensuring Core Application Infrastructure and systems are patched to the correct level required by our security accreditors.
  • Ensuring Core Applications, enablers and supporting infrastructure are performing within required capacity management parameters.
  • Ensuring Core Application and Enabler service uptimes are within the business defined SLAs.
  • Ensuring Core Application and Enabler supporting infrastructure hardware is maintained.
  • Support and undertake the installation of new or upgraded Core Application and Enabler Infrastructure components, systems and services.
  • Support and evolve Operational Acceptance criteria activities.
  • Support the User Acceptance Testing, User Trials and Service Commencement requirements.
  • Maintain Technical Support policies, processes and tools related to Core Applications and Enablers.
  • Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities.
  • Develop Continuous Improvement Plans, identify risks and undertake initiatives to improve performance quality, efficiency and customer satisfaction.
  • Support the Application Technical Support Manager with Vendor and Supplier technical performance and management reviews.
  • Provide responses to operational escalations and complaints in an effective and professional manner.
  • Act as an external ambassador, representing and promoting UKMS to customers and suppliers through all relevant contact.

Basic Requirements

  • ITIL v3 foundation desirable.
  • 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.
  • Mature, credible, a team player and comfortable in dealing with key stakeholders of the role. i.e. Reliable, tolerant, approachable and determined.
  • Empathetic communicator, able to see things from the other person's point of view.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll 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. We celebrate diversity and are committed to creating an inclusive environment for all employees.’

CONNECT WITH A CAREER THAT MATTERS

We’re 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.

#LI-AR1


Travel Requirements
Relocation Provided
Position Type

Referral Payment PlanYes