Tier 1 Support Technician -Secure Network Operation Center (SNOC)

Northstrat • Crystal City, VA

1d • Onsite

About The Position

Northstrat is seeking a Tier 1 technical support operator to assist customers using space-based broadband communication services. As an SNOC Operator, you will directly interface with government customers, triage and resolve technical and administrative issues, and escalate unresolved issues. This role is critical to ensuring a seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross-functional engineering and business support teams while using ServiceNow for ticketing and accessing the knowledge base.

Requirements

• Must be a U.S. citizen with an active or current Secret clearance
• Must have at least 2+ years of experience in technical support, IT service desk, or network operations
• 1+ years of experience using AWS or equivalent cloud service management applications (i.e. CloudWatch, CloudTrail)
• Strong verbal and written communication skills

Nice To Haves

• Proficient with ServiceNow for case management
• Top Secret clearance; SCI eligible
• Experience supporting government customers or working in a secure operations center
• Understanding of broadband communications systems or satellite networks
• Demonstrated ability to follow runbooks and adapt them for evolving mission need
• Experience monitoring technical system health metrics and interpreting dashboards

Responsibilities

• Authenticate users and confirm credentials in accordance with access control policies.
• Triage incoming support cases, collect necessary context, and determine appropriate resolution paths.
• Manage inbound service desk communications across chat, phone, and ticketing channels.
• Create and maintain a complete record of all customer interactions in the SNOC system of record.
• Tailor and refine the ServiceNow interface to support mission-specific workflows and templates.
• Escalate service interruptions or complex technical issues to Tier 2 engineering teams as needed.
• Deliver technical support for fielded systems, including end-user devices, network connections, and cloud services.
• Use cloud-based applications used to monitor state of health of key services.
• Provide support for administrative issues spanning account management, order management, reverse logistics, billing, and contracting.
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.

Benefits

• Individual Benefits Account (IBA) which can be used for paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of these.
• Profit Sharing Plan (PSP)
• Lifelong Learning opportunities through company sponsored training events and reimbursement of work-related education expenses.
• Employee referral incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed