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

About the role

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.

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.

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.
• Must have 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.
• 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.
• 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.
• 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.
• 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.
• 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.