NG911 NOC Analyst — Entry-Level 24x7 Support

Atos SE; Aurora (IL); On-site; USD 54,000 - 87,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan

Telehealth

Job summary

Atos is seeking a Junior Network Operations Center (NOC) Analyst to join our NG911 operations team in a 24x7 environment. You will be the first line of support for incidents, service requests, and customer communications, handling tickets and initial triage with SOPs.

This entry-level role offers a clear path for growth in public safety technology, exposure to NG911 systems, and collaboration with cross-functional teams in a mission-critical setting.

Qualifications

• Associate’s degree or equivalent in Information Technology or Telecommunications
• Basic understanding of IT service desk operations
• Incident management and ticketing systems
• Strong written and verbal communication skills
• Willingness to work in a 24x7 shift-based model

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, especially during high-severity events
• Manage expectations and ensure adherence to SLA response and notification timelines
• 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 Standard Operating Aids (SOAs)
• Identify documentation gaps and contribute to process improvements
• Support adherence to ITIL processes (Incident, Problem, and Change Management)

Skills

IT service desk operations

Incident management

Ticketing systems

Communication skills

Multitasking

24x7 shift readiness

Education

Associate’s degree or equivalent in Information Technology / Telecommunications

Tools

ServiceNow

Job description

Atos is seeking a Junior Network Operations Center (NOC) Analyst to join our NG911 operations team in a 24x7 environment. You will be the first line of support for incidents, service requests, and customer communications, handling tickets and initial triage with SOPs.

This entry-level role offers a clear path for growth in public safety technology, exposure to NG911 systems, and collaboration with cross-functional teams in a mission-critical setting.