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. 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.

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
• 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
• 1+ years of experience using AWS or equivalent cloud service management applications (i.e. CloudWatch, CloudTrail)

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
• Flex Time
• Pay Range
• Individual Benefits Account (IBA)
• Profit Sharing Plan (PSP)
• Lifelong Learning