Network Operations Center Support Analyst

ZipRecruiter; Belleville; On-site; CAD 45,000 - 60,000; Full time

Job summary

A defense contractor in Canada is seeking a dedicated individual to support their Network Operations Center team. The role involves monitoring trouble tickets and ensuring compliance with service standards. Candidates should have customer service experience, a high school diploma, and a Security+ certification among other qualifications. A DoD Secret clearance is essential, and the position may involve limited travel.

Qualifications

• Must have Security+ certification or equivalent within 60 days.
• Experience in customer service or call center setting.
• DoD Secret clearance required before start.

Responsibilities

• Monitor the lifecycle of trouble tickets.
• Analyze the status of tickets for concise next actions.
• Coordinate daily workload for technicians.

Skills

Customer service experience

Strong communication skills

ITIL Foundations certification

Network knowledge

Education

High school diploma

Tools

MS Office Suite

Job description

Job DescriptionJob Description

Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, leaders and other mission and coalition partners across the Department of Defense (DoD) and security organizations. Our Network Operations Center (NOC) team provides 24x7 global DoD Information Network (DoDIN) operations and incident management support.

Education and Experience:

• High school and 1-3 years of experience.

• DoD Secret clearance Secret clearance prior to start date

• Security+ certification or equivalent DoD 8570 IAT II certification within 60 days of start date

• 1-3 years customer service or call center experience

• ITIL Foundations certification

• Prior Military experience or experience working as a contractor in a Government environment is .

Responsibilities:

• This position is responsible for monitoring the entire lifecycle of trouble tickets.

• Demonstrates working knowledge of high visibility customer ticket.

• Analyze status of tickets and verify next action is clear and concise.

• Monitor ticket queue to ensure contract performance goals are met.

• Design reports to track and identify trends within the ticketing system.

• Utilize report data to identify and correct non-compliant tickets.

• Review and validate tickets are following published processes to include templates, notifications, and updating timelines.

• Coordinate and assign daily workload to technicians for resolution of incidents.

• Complete synopsis of incidents to government when requested.

• Provide pass down of high interest incidents to oncoming Network Operations Center Support Analysts.

• Consolidate list of scheduled maintenances and provide to technicians on shift.

• Collaborate with leads in all functional areas to restore services to customers.

• Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.

• Be available to the customer to answer any informational requests.

• Support Field Service Engineers in accordance with published work instructions and standard operating procedures.

Technical Knowledge

• General understanding of Network Terminologies.

• Strong written and verbal communication skills.

• General understanding of network topologies, both transport and IP.

• Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint

Clearance/Citizenship:

• Secret

• Must be US

Travel Requirements:

This position will involve less than 10% travel

Location: O’ Fallon, IL (Scott Air Force Base)