NOC Technician Tier 2

Imagineeer; Washington (District of Columbia); On-site; USD 65,000 - 75,000; Full time

Job summary

Imagineeer is seeking a NOC Tier 2 Technician to provide advanced technical support and troubleshooting for escalated network and system incidents within a 7x24x365 NOC environment. This role will resolve complex technical issues while mentoring Tier 1 staff.

Responsibilities include root cause analysis, coordinating incident response with engineers and vendors, and maintaining runbooks and documentation to drive reliability and performance improvements across enterprise systems.

Qualifications

• Associate's degree or equivalent combination of education and experience.
• 3-5 years of hands-on experience in network operations or NOC environment.
• Certifications such as CompTIA Network+, Cisco CCNA, or equivalent.
• Strong knowledge of TCP/IP, routing and switching.
• Experience in 7x24x365 operations environment.
• Experience with ITSM tools (ServiceNow, Remedy, Jira).

Responsibilities

• Monitor and manage enterprise network infrastructure, servers, and applications using advanced tools.
• Receive escalated incidents from Tier 1 and perform in-depth troubleshooting and root cause analysis.
• Diagnose and resolve complex network connectivity and performance issues.
• Conduct post-incident reviews and contribute to continuous improvement initiatives.
• Develop and maintain runbooks and technical documentation.
• Provide guidance and mentorship to Tier 1 technicians.
• Coordinate incident response and manage communications during major outages.
• Create network diagrams and knowledge base articles.

Skills

NOC operations

7x24x365 support

Troubleshooting

TCP/IP networking

Network monitoring

Cisco/Juniper equipment

ITSM experience

Documentation

Mentorship

Education

Associate's degree in CS/IT/Network Eng

Equivalent education/experience

Bachelor's degree in technical field

Tools

SolarWinds

Nagios

PRTG

Splunk

Wireshark

Jira

ServiceNow

Remedy

Job description

Imagineeer is looking for a NOC Tier 2 Technician that will provide advanced technical support and troubleshooting for escalated network and system incidents, serving as a subject matter expert within the Network Operations Center. This role operates within a 7x24x365 NOC environment and is responsible for resolving complex technical issues while mentoring Tier 1 staff.

Key Responsibilities

• Monitor and manage enterprise network infrastructure, servers, and applications using advanced monitoring and analysis tools
• Receive escalated incidents from Tier 1 technicians and perform in-depth troubleshooting and root cause analysis
• Diagnose and resolve complex network connectivity, performance, and configuration issues
• Perform advanced analysis of network traffic, system logs, and performance metrics to identify and resolve issues
• Execute configuration changes on network devices including routers, switches, firewalls, and load balancers
• Coordinate incident response activities and manage communication during major incidents or outages
• Collaborate with network engineers, system administrators, and vendors to resolve technical issues
• Develop and maintain runbooks, standard operating procedures, and technical documentation
• Provide technical guidance and mentorship to Tier 1 technicians
• Participate in problem management activities to identify and eliminate recurring issues
• Support planned maintenance windows by executing changes and monitoring systems during implementation
• Conduct post-incident reviews and contribute to continuous improvement initiatives
• Perform capacity planning analysis and provide recommendations for infrastructure improvements
• Manage and prioritize multiple critical incidents simultaneously
• Utilize remote access tools to troubleshoot and resolve issues on network devices and servers
• Create and update network diagrams, documentation, and knowledge base articles
• Participate in on-call rotation and respond to critical incidents outside normal business hours
• Validate and test backup and disaster recovery procedures
• Monitor and respond to security alerts and potential security incidents
• Generate reports on system availability, incident trends, and performance metrics

Qualifications and Skills

• Associate's degree in Computer Science, Information Technology, Network Engineering, or related field from an accredited college or university, OR equivalent combination of education and experience
• 3-5 years of hands-on experience in network operations, NOC environment, or similar technical support role
• Demonstrated experience troubleshooting complex network and system issues
• Experience working in a 7x24x365 operations environment
• Industry certifications such as CompTIA Network+, Cisco CCNA, or equivalent
• Advanced knowledge of TCP/IP networking, routing protocols (BGP, OSPF, EIGRP), and switching technologies
• Strong experience with network monitoring and management platforms (SolarWinds, Nagios, PRTG, Splunk, or similar)
• Proficiency in troubleshooting Cisco, Juniper, or other enterprise networking equipment
• Solid understanding of network services including DNS, DHCP, NTP, SNMP, and VPN technologies
• Experience with firewall technologies and security best practices
• Ability to analyze packet captures using Wireshark or similar tools
• Strong knowledge of Windows and Linux operating systems
• Experience with ticketing systems and ITSM platforms (ServiceNow, Remedy, Jira)
• Understanding of ITIL framework including incident, problem, and change management processes
• Excellent analytical and troubleshooting skills with systematic problem-solving approach
• Strong written and verbal communication skills for technical and non-technical audiences
• Ability to create clear, concise technical documentation and incident reports
• Experience working under pressure and managing multiple high-priority incidents simultaneously
• Proven ability to work independently with minimal supervision
• Strong time management and organizational skills

Desired Skills and Competencies

• 5+ years of NOC or network operations experience
• Experience supporting large-scale enterprise environments with thousands of users
• Advanced certifications such as Cisco CCNP, CompTIA Security+, or ITIL Practitioner
• Experience working in a federal government IT environment
• Bachelor's degree in a technical field
• Advanced certifications (Cisco CCNP, JNCIA, CompTIA Security+, CISSP, ITIL Expert)
• Experience with cloud networking and infrastructure (AWS, Azure, Google Cloud Platform)
• Knowledge of SD-WAN technologies and implementation
• Scripting and automation skills (Python, PowerShell, Bash, Ansible)
• Experience with application performance monitoring (APM) tools
• Familiarity with load balancing technologies (F5, Citrix NetScaler, HAProxy)
• Understanding of VoIP and unified communications infrastructure
• Experience with NetFlow/sFlow analysis and traffic engineering
• Knowledge of CDN (Content Delivery Network) technologies and configuration
• Experience with virtualization platforms (VMware, Hyper‑V)
• Understanding of database concepts and ability to run basic SQL queries
• Familiarity with containerization technologies (Docker, Kubernetes)
• Experience with configuration management tools (Ansible, Puppet, Chef)
• Knowledge of IPv6 implementation and dual‑stack environments
• Experience with wireless networking technologies and troubleshooting
• Understanding of storage technologies (SAN, NAS, iSCSI)
• Familiarity with network compliance frameworks (NIST, ISO 27001, FedRAMP, PCI‑DSS)

Additional Information

Employment for this position is contingent upon the candidate being a United States citizen and having the ability to successfully obtain and maintain a Public Trust clearance, in accordance with applicable federal regulations. We use AI to review resumes. All hiring decisions will be made in compliance with applicable federal, state, and local laws and regulations.

Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate in employment decisions on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws. All employment decisions are based on business needs, job requirements, and individual qualifications.

Imagineeeris a fast‑growing SBA 8(a) Small Disadvantaged Business headquartered in Arlington, VA, delivering federal AI modernization across health, defense, homeland security, and transportation. We design, test, and deploy secure, AI‑ready systems that move agencies from pilots to production without breaking governance, compliance, or mission continuity. Our Mission Studio model creates shared environments where policy, data, security, and operations come together. We are capability‑driven and competitive by design, not program‑dependent. Our leadership hasoperatedinside the federal systems we now transform, bringing institutional knowledge that accelerates delivery and reduces risk. If real delivery motivates you more than slides, and you want your work to compound across programs and agencies,Imagineeeris growing and we are building the team to match.

The pay range for this role is:

65,000 - 75,000 USD per year (NOC Technician)