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

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.

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 authenticate users, apply troubleshooting steps, and escalate issues to Tier 2 when appropriate. 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 2+ 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

• Understanding of broadband communications systems or satellite networks

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

• Experience monitoring technical system health metrics and interpreting dashboards

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