Junior Network Operations Center (NOC) Analyst

RiseMe; United States; On-site; USD 54,000 - 87,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Flexible Spending Accounts (FSAs)

Health Savings Account (HSA)

Supplemental Insurance

Telehealth

401(k) Retirement Plan

Legal Insurance

Pet Insurance

Wellness and discount programs

Job summary

Atos Public Safety is seeking a Junior NOC Analyst to join the NG911 operations team. You will be the first line of support for incidents, service requests, and customer communications in a 24x7 environment, with clear pathways for technical and leadership growth.

This entry-level role offers exposure to mission-critical NG911 technology and cross-functional collaboration, with pathways toward specialized tracks in Network, Voice, or Systems Engineering and a strong learning environment.

Qualifications

Responsibilities

• Act as the first point of contact for NG911 incidents, service requests, and customer inquiries
• Log, categorize, and prioritize tickets in ITSM tools (e.g., ServiceNow)
• Accurately capture incident details including symptoms, business impact, and urgency
• Maintain clear, complete, and professional documentation of all interactions
• Perform initial triage using SOPs and knowledge articles
• Assess incident severity with focus on PSAP impact
• Escalate issues to L2/L3 NOC teams, engineering, or external vendors as required
• Support Major Incident Management (MIM) processes and bridge calls
• Provide timely updates to internal stakeholders and customers during active incidents
• Communicate clearly and professionally during high-severity events
• Manage expectations and ensure SLA adherence
• Assist with outage notifications and status reporting
• Collaborate with cross-functional teams (network, voice, applications, vendors)
• Track ticket progress and ensure timely resolution and closure
• Support shift handovers with accurate status updates and summaries
• Utilize knowledge bases, runbooks, and SOAs
• Identify documentation gaps and contribute to process improvements
• Support adherence to ITIL processes (Incident, Problem, Change)

Job description

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.
A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

About Atos Group

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

Junior Network Operations Center (NOC) Analyst

Atos Public Safety

About the Role

Atos Public Safety delivers mission-critical solutions that support emergency response agencies across the country. As a trusted partner, we provide a comprehensive portfolio of research, consulting, technology solutions, and managed services designed to help public safety organizations operate effectively under the most demanding conditions.

We are seeking a Junior NOC Analyst to join our Next Generation 911 (NG911) operations team. In this role, you will serve as the first line of support for incident management, service requests, and customer communications in a 24x7 mission-critical environment. This is an excellent entry point into public safety technology with clear pathways for technical and leadership growth.

Key Responsibilities

Service Desk & Incident Intake

• Act as the first point of contact for NG911 incidents, service requests, and customer inquiries
• Log, categorize, and prioritize tickets in ITSM tools (e.g., ServiceNow)
• Accurately capture incident details including symptoms, business impact, and urgency
• Maintain clear, complete, and professional documentation of all interactions

Incident Triage & Escalation

• Perform initial triage using standard operating procedures (SOPs) and knowledge articles
• Assess incident severity, with focus on PSAP (Public Safety Answering Point) impact
• Escalate issues to L2/L3 NOC teams, engineering, or external vendors as required
• Support Major Incident Management (MIM) processes and bridge calls

Customer Communication

• Provide timely updates to internal stakeholders and customers during active incidents
• Communicate clearly and professionally, especially during high-severity events
• Manage expectations and ensure adherence to SLA response and notification timelines
• Assist with outage notifications and status reporting

Operational Coordination

• Collaborate with cross-functional teams (network, voice, applications, vendors)
• Track ticket progress and ensure timely resolution and closure
• Support shift handovers with accurate status updates and summaries

Knowledge & Process Support

• Utilize knowledge bases, runbooks, and Standard Operating Aids (SOAs)
• Identify documentation gaps and contribute to process improvements
• Support adherence to ITIL processes (Incident, Problem, and Change Management)

Required Qualifications

• Associate’s degree or equivalent experience in:
  • Information Technology
  • Telecommunications or related field
• Basic understanding of:
  • IT service desk operations
  • Incident management and ticketing systems
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Willingness to work in a 24x7 shift-based model, including nights, weekends, and holidays

Shift Structure

• 12-hour shifts (4 days on / 4 days off)
  • Day Shift: 8:00 AM – 8:00 PM (EST)
  • Night Shift: 8:00 PM – 8:00 AM (EST)

Preferred Qualifications

• Exposure to NG911, public safety, or emergency services environments
• Experience with ServiceNow or similar ITSM platforms
• Basic knowledge of:
  • Networking fundamentals (IP, TCP/IP)
  • Voice/VoIP systems
• Familiarity with ITIL framework or service management practices

Key Competencies

• Strong customer service mindset
• Attention to detail in documentation and communication
• Ability to remain calm under pressure in critical incident scenarios
• Effective organization and time management
• Collaborative, team-oriented approach with a willingness to learn

Career Growth Opportunities

This role offers a clear progression path into:

• NG911 NOC Analyst (L1/L2)
• Service Desk Lead / Shift Coordinator
• Specialized tracks in Network, Voice, or Systems Engineering

Why Join Atos Public Safety?

• Work on mission-critical systems that directly support emergency services
• Gain exposure to cutting-edge Next Generation 911 technology
• Strong learning environment with defined career progression
• Collaborative, high-impact team supporting public safety operations

The total compensation range for this role in the posted location is $54,386 - $87,018USD.

Atos provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The compensation range listed for this position reflects the minimum and maximum target compensation that Atos, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside the posted range and will be determined based on multiple factors permitted by applicable law. These may include, but are not limited to, geographic location, education and qualifications, certifications and licenses, relevant experience and skills, seniority and performance, market and business considerations, and internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

Benefits: Medical insurance, Dental insurance, Vision insurance, Flexible Spending Accounts (FSAs), Health Savings Account (HSA), Supplemental Insurance, Telehealth, Employee Assistance Program (EAP), 401(k) Retirement Plan, Legal Insurance, Pet Insurance, Wellness and discount programs

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.