NG911 NOC Analyst - Entry Point to Public Safety Tech

Atos SE; Northern (KY); Hybrid; USD 54,000 - 87,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement Plan

Telehealth

Employee Assistance Program (EAP)

Job summary

Atos SE hires a Junior NOC Analyst to join the NG911 operations team in the United States. You will be the first line of support for incidents, service requests, and customer communications in a 24x7 mission-critical environment.

This entry-point role offers growth into public safety technology with clear pathways for technical and leadership development, working a 12-hour shift schedule (4 days on, 4 days off) in EST.

Qualifications

• Associate’s degree or equivalent in Information Technology, Telecommunications or related field.
• Basic understanding of IT service desk operations and incident management.
• Strong written and verbal communication skills.
• Willingness to work a 24x7 shift-based model, including nights, weekends and holidays.

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.
• 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.
• 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.
• Identify documentation gaps and contribute to process improvements.
• Support adherence to ITIL processes (Incident, Problem, Change).

Skills

IT service desk operations

Incident management

Ticketing systems

Documentation

Communication skills

Education

Associate’s degree in IT/Telecommunications

Tools

ServiceNow

ITSM tools

Networking basics (IP/TCPIP)

Job description

Atos SE hires a Junior NOC Analyst to join the NG911 operations team in the United States. You will be the first line of support for incidents, service requests, and customer communications in a 24x7 mission-critical environment.

This entry-point role offers growth into public safety technology with clear pathways for technical and leadership development, working a 12-hour shift schedule (4 days on, 4 days off) in EST.