Tier 2 Support Technician -Secure Network Operation Center (SNOC)

Job Description

Job Description

Northstrat is seeking a Tier 2 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.

Key Job 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.

A Day in the Life

In this role, you'll work to maintain 24/7 operations, including a potential on-call rotation. You’ll start each shift reviewing ticket queues and current service alerts, then interface with users. You’ll interact with customers, resolve a wide range of customer issues or inquiries, and quickly escalate to higher tier support when needed. Throughout your shift, you'll monitor real-time performance dashboards and contribute to the resolution of open problem records. You’ll conduct follow-ups with customers for open cases and document all activity for accountability.

Requirements

• Must be a U.S. citizen with an active or current Secret clearance

• ·Must have at least 5+ 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

Preferred Qualifications

• Proficient with ServiceNow for case management

• Top Secret clearance; SCI eligible

• Experience supporting government customers or working in a secure operations center

• Strong understanding of satellite communications ground systems

• Demonstrated ability to follow runbooks and adapt them for evolving mission need

• Experience monitoring technical system health metrics and interpreting dashboards
• Experience with networking fundamentals
• Strong understanding of broadband communications systems

Work Schedule This position supports a rotating 8/5 shift schedule with eventual migration to 24/7. Candidates must be available to work nights, weekends, and holidays as needed.

Benefits

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. We also offer competitive compensation, benefits, and professional development opportunities. Please refer to our Benefits section for additional details.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds quarterly on the employee’s behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Join Our Talented Team

We hire the BEST employees and value each one. Since 2021, The Washington Post has recognized Northstrat among its "Top Workplaces". We think that your friends and family will like it here too, so we offer employee referral incentives.

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status or other legally protected status.