{"id":162053,"url":"https://alion.io/job/motorola-solutions-shift-customer-service-network-analyst","title":"Shift Customer Service Network Analyst","company":{"id":1504,"name":"Motorola Solutions","domain":"motorolasolutions.com","url":"https://alion.io/company/motorola-solutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":171,"ghost_share":0,"stale_share":0.643,"repost_share":0.018,"time_to_fill_p50_days":36,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Networking","role_family":"Networking","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hemel Hempstead, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":91000,"period":"year","method":"role_seniority_country_cell","sample_n":10},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"ServiceNow","optional":true}],"status":"closed","first_seen_at":"2026-05-27T00:00:00Z","employer_posted_date":"2026-05-27","last_verified_at":"2026-10-27T08:14:50Z","board_verified":false,"closed_at":"2026-10-27T08:14:50Z","days_open":153,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":153},"description":"Company Overview\nAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.\nDepartment Overview\nThis role will work within the UK Managed Services (UKMS) OperationsCentre, specifically within the Network Operations Centre (NOC). The\nNOC is responsible for providing exceptional customer service through\nthe early identification and rectification of customer and network incidents\nacross the UKMS products and services we support, which includes, but\nnot limited to the Airwave network, Guardian Public Safety Solution,\nPronto mobile application, body worn video and in car video.\nThese products are mission critical solutions delivered to blue light and\npublic safety organisations. It is therefore critical that any loss of service\nis rectified quickly to ensure the safety and welfare of the public and our\ncustomers.\nThe NOC is responsible for monitoring alarms and alerts via the network\nmanagement tools and the initial handling of customer, supplier,\nengineering and change management calls, providing first time fix where\npossible and handing off to appropriate resolver groups where this is not\npossible. The accurate logging of incidents and service requests with the\ncorrect information, severity and impact is critical to ensure service is\nrestored within SLA, which results in customer satisfaction and minimises\nthe risk of service credits to the organisation.\nThe service management processes delivered / supported by the UKMS\nNOC in order to ensure the identification, recording, progression and\nresolution of issues are event management, incident management, major\nincident management, service request management, change\nmanagement and problem management.\nJob Description\nThis role is on-site in Hemel Hempstead. With a shift patten eventually, 4 on and 4 off.\nResponsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.\nTo deliver excellent customer service to Motorola customers through effective and professional handling of Incidents, Service Requests, Queries and Complaints via telephone, email, web chat or the Service Management Terminal.\nThis role is the Motorola UK first point of customer contact and is in place to deliver first class service through effective recognition, progression\nand resolution of incidents. The role holder will understand and respond to the customers needs efficiently, effectively and professionally to\nensure outstanding service delivery.\nScope of Responsibilities / Expectations:\nThe role requires strength in, organisation, collaboration, communication, negotiation, service delivery, influencing and the\nability to provide excellent customer service\nAbility to develop and maintain strong working relationships within and outside the service desk environment\nThe ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively\nsupporting the collaborative culture that drives success \nProactive approach to removing barriers and finding solutions to problems\nFlexible approach to operational demands and situations due to the changing nature of the role\nKey Responsibilities and Accountabilities:\nMonitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents\nEngage with other relevant parties and suppliers as required to ensure the progression and resolution of incidents and requests\nDirect contact and exceptional standards of inbound and outbound customer service delivery to UKMS’s customers, reacting to customer reported incidents across all products and services within Service Level targets\nAccurately diagnose and resolve incidents within SLA, ensuring timely progression and escalation of those which are in jeopardy\nTake ownership for the update, maintenance and production of relevant processes and local working instructions\nAccountable for the delivery of high quality customer service and communications to UKMS’s customers and internal departments.\nJeopardy management from opening to resolution within SLA targets of incident and request cases relevant to the NOC\nAccountable for high standards of case note quality and accurate information being entered into incident cases\nResponsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools\nEmergency Response Vehicle (ERVs) trained and hold the relevant certifications for the deployment of the ERVs in an \nemergency situation to support our customers as per contractual agreements.\nBasic Requirements\nAnalytical skills and disciplined approach to resolving complex issues\nAble to improve processes and procedures\nCommunication skills: Verbal, Written, Listening, and Questioning\nPersonal organisational skills\nThe ability to influence and negotiate with internal and external parties\nCustomer Focus\nAbility to deal with change\nAbility to embrace new technologies\nSelf-motivated and enthusiastic\nProblem solving and fact-finding skills\nExperience of Public Safety Communication technology and services is desirable\nPrevious experience of shift work would be desirable\nAll applicants must be willing to undergo detailed security vetting checks based on country and customer requirements (SC and NPPV3 clearance)\nMedically fit to obtain a Sentinel Card from Transport for London to gain access to the London Underground in the support of deployment of the ERVs.\nCore Competencies/Personal Profile:\nEducated to ‘A’ level standard, or 2 years’ relevant experience within a NOC / Service Desk / Contact Centre environment or analytical role\nITIL v4 Foundation Qualification would be desirable\nExperience within a NOC / Service Desk / Contact Centre environment, with experience of 1st line diagnostics and fault resolution being desirable\nExperience in service management technologies (Remedy and/or ServiceNow are desirable)\nCustomer service skills and focus\nCustomer relationship management\nAbility to build and sustain effective relationships across customers, suppliers and internal stakeholders\nNegotiating and influencing skills\nOrganised and able to prioritise for self and others\nCommunication skills: Verbal, Written, Listening and Questioning\nProblem solving and fact-finding skills\nDecision making\nThis role is rotating shift working covering 24/7 365 days a year. This role is fully office based within the Service Operations Centre in Hemel Hempstead, UK\nIMPORTANT - This role requires SC and NPPV3 security clearance, you must be a resident of the UK for a minimum of 5 years to be eligible for this clearance. Please take this into account when applying.\nIn 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:\nCompetitive salary and bonus schemes.\n\nTwo weeks additional pay per year (holiday bonus).\n\n25 days holiday entitlement + bank holidays.\n\nAttractive defined contribution pension scheme.\n\nEmployee stock purchase plan.\n\nFlexible working options.\n\nPrivate medical care.\n\nLife assurance.\n\nEnhanced maternity and paternity pay.\n\nCareer development support and wide ranging learning opportunities.\n\nEmployee health and wellbeing support EAP, wellbeing guidance etc.\n\nCarbon neutral initiatives/goals.\n\nCorporate social responsibility initiatives including support for volunteering days.\n\nWell known companies discount scheme.\n\nTravel Requirements\n10-25%Relocation Provided\nNonePosition Type\nExperiencedReferral Payment Plan\nNoCompany\nAirwave Solutions LimitedEEO Statement\nMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.\nWe are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.","description_format":"text","description_chars":8834,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Law Enforcement","Computer Vision","Network Equipment","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-05-27T00:00:00Z"},{"event":"close","at":"2026-10-27T08:14:50Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-27T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/motorola-solutions-shift-customer-service-network-analyst","json_url":"https://alion.io/job/motorola-solutions-shift-customer-service-network-analyst.json","meta":{"generated_at":"2026-10-28T01:42:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2248,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1504},"rest":"https://alion.io/mcp/rest/get_company?id=1504"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmotorola-solutions-shift-customer-service-network-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmotorola-solutions-shift-customer-service-network-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmotorola-solutions-shift-customer-service-network-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/motorola-solutions-shift-customer-service-network-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmotorola-solutions-shift-customer-service-network-analyst"}]}