Network Operations Center Support Specialist

4 weeks ago


Herndon, Virginia, United States Ntrepid Full time

At Ntrepid, we are a mission-driven provider of managed attribution technologies, specifically designed to support the national security community's operations in the most demanding online environments.

We are seeking a skilled Network Operations Center (NOC) Technician to join our team. As a NOC Technician, you will be responsible for monitoring and user support ticket triage, replicating issues and performing basic troubleshooting, incident escalations, and communicating with customers and Ntrepid stakeholders on incident and service request status updates.

The ideal candidate will have solid written and verbal communication skills, good problem-solving skills, demonstrated technical aptitude, and a strong drive to learn and expand their skillset.

Responsibilities
  • Monitor product deployments and environments via monitoring dashboards, ticketing queue, and smoke testing.
  • Prioritize and triage ticket queue based on defined guidelines and SOPs.
  • Communicate, document, and provide timely updates to customers and Ntrepid stakeholders on incidents, service requests, and change requests via telephone, email, and through ITSM ticketing system.
  • Gather information, replicate issues, conduct basic troubleshooting and incident resolution, thoroughly documenting all steps and actions.
  • Escalate issues to appropriate support teams as required.
  • Perform set of predefined service requests including account creation, password resets, and settings updates.
  • Act as voice of customer, ensuring that the entire organization is working to resolve assigned issues, service and change requests in an expedited manner.
Qualifications
  • U.S. Citizenship Required.
  • Hybrid role in Herndon, VA: Tuesdays/Thursdays in person at office required to start.
  • Active Secret Clearance required.
  • Must be able to work swing shift (5:00 PM-1:30 AM ET).
  • 2 years job related experience in customer service in technical setting.
  • 1-2 years' experience with Linux and Windows operating systems.
  • 1-2 years' experience or relevant education in networks (including basic routing principles, VPNs, TCP/IP) and virtualization/cloud-based technologies (VMWare, AWS, Azure).
  • Experience with troubleshooting and diagnosing problems in technical environment.
  • Experience working in remote setting.
  • Familiarity with enterprise monitoring systems (Grafana, Splunk) preferred.
  • Strong verbal and written communication skills.
  • Great customer service demeanor and attitude.
  • Linux+, Networking+ or other technical certifications a plus.

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