Junior Network Operations Center Analyst – Next Generation 911 (NG911)

About the Role

Atos Public Safety delivers mission-critical solutions that support emergency response agencies across the country. As a trusted partner, we provide a comprehensive portfolio of research, consulting, technology solutions, and managed services designed to help public safety organizations operate effectively under the most demanding conditions.

Key Responsibilities

• Service Desk & Incident Intake
• Act as the first point of contact for NG911 incidents, service requests, and customer inquiries
• Log, categorize, and prioritize tickets in ITSM tools (e.g., ServiceNow)
• Accurately capture incident details including symptoms, business impact, and urgency
• Maintain clear, complete, and professional documentation of all interactions
• Incident Triage & Escalation
• Perform initial triage using standard operating procedures (SOPs) and knowledge articles
• Absess incident severity, with focus on PSAP (Public Safety Answering Point) impact
• Escalate issues to L2/L3 NOC teams, engineering, or external vendors as required
• Support Major Incident Management (MIM) processes and bridge calls
• Customer Communication
• Provide timely updates to internal stakeholders and customers during active incidents
• Communicate clearly and professionally, especially during high-severity events
• Manage expectations and ensure adherence to SLA response and notification timelines
• Assist with outage notifications and status reporting
• Operational Coordination
• Collaborate with cross-functional teams (network, voice, applications, vendors)
• Track ticket progress and ensure timely resolution and closure
• Support shift handovers with accurate status updates and summaries
• Knowledge & Process Support
• Utilize knowledge bases, runbooks, and Standard Operating Aids (SOAs)
• Identify documentation gaps and contribute to process improvements
• Support adherence to ITIL processes (Incident, Problem, and Change Management)

Required Qualifications

• Associate’s degree or equivalent experience in:
• Information Technology
• Telecommunications or related field
• Basic understanding of:
• IT service desk operations
• Incident management and ticketing systems
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Willingness to work in a 24x7 shift-based model, including nights, weekends, and holidays

Shift Structure

• 12-hour shifts (4 days on / 4 days off)
• Day Shift: 8:00 AM – 8:00 PM (EST)
• Night Shift: 8:00 PM – 8:00 AM (EST)

Key Competencies

• Strong customer service mindset
• Attention to detail in documentation and communication
• Ability to remain calm under pressure in critical incident scenarios
• Effective organization and time management
• Collaborative, team-oriented approach with a willingness to learn

Career Growth Opportunities

• This role offers a clear progression path into:
• NG911 NOC Analyst (L1/L2)
• Service Desk Lead / Shift Coordinator
• Specialized tracks in Network, Voice, or Systems Engineering

Why Join Atos Public Safety?

• Work on mission-critical systems that directly support emergency services
• Gain exposure to cutting-edge Next Generation 911 technology
• Strong learning environment with defined career progression
• Collaborative, high-impact team supporting public safety operations