NOC Technician

We are looking for a skilled Incident Manager to support a Tier 2 Network Operations Center in Annapolis, Maryland. This Long-term Contract position focuses on monitoring network and communications environments, coordinating incident response, and restoring service for customers with urgency and accuracy. The role is well suited for someone who can troubleshoot technical issues, document incidents thoroughly, and work effectively in a 24/7 operations setting that includes weekend and holiday coverage.

Responsibilities:
• Oversee network monitoring tools to detect service disruptions and coordinate with telecom carriers and internal teams to accelerate recovery efforts.
• Maintain precise and timely incident records, ensuring all updates, actions, and status changes are accurately captured in the tracking system.
• Investigate system, network, and communications issues of limited to moderate complexity and resolve them or escalate when additional support is needed.
• Apply technical understanding of IP networks, messaging platforms, and air-to-ground communication systems to support high-availability operations.
• Partner with senior team members to address more involved service interruptions and independently lead resolution activities for less complex incidents.
• Evaluate system performance, troubleshoot faults across routers, firewalls, circuits, and related infrastructure, and escalate critical issues when necessary.
• Support deployment, configuration, and maintenance activities while identifying opportunities to improve operational efficiency through tools or process enhancements.
• Assist in network solution design discussions and provide customers and business units with clear guidance to help resolve technical concerns.
• Participate in a 24x7x365 operations environment, including scheduled weekend and holiday shifts, to help maintain continuous service availability.

Qualifications:

• Associate degree or other two-year post-secondary training with at least 6 years of relevant experience, or a high school diploma/equivalent with 2 years of applicable experience.
• Must be eligible to work in the U.S. for access to program-related information and systems.
• Experience supporting network operations, incident management, or technical service environments involving customer-facing issue resolution.
• Working knowledge of networking concepts and infrastructure, including IP protocols, routers, firewalls, telecom circuits, and system performance monitoring.
• Ability to troubleshoot technical problems, prioritize incidents effectively, and follow established operational procedures with careful judgment.
• Strong written and verbal communication skills with the ability to document incidents clearly and provide guidance to customers and internal stakeholders.
• Familiarity with configuration, deployment, or maintenance practices in enterprise or communications-focused environments.
• Relevant technical certification such as Security+ is preferred.

Compensation

$23.00-$28.00 Hourly

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