NOC Tier-2 Tech: Network Operations & Incident Response

PDS Defense; Annapolis (MD); On-site; USD 40,000 - 47,000; Full time

Job summary

PDS Defense, Inc. seeks a Tech-support 3 for its Annapolis, MD operation. You will contribute to the Tier 2 CAS Network Operations Center and manage incident diagnosis and restoration for customers and business units.

Responsibilities include monitoring, troubleshooting, and resolving routine and some complex network issues, with guidance from senior team members, in a 24x7 environment that may include weekends and holidays.

Qualifications

• Requires CCNA or Security+ certification or equivalent
• US citizenship required
• Prior Customer Service experience
• Knowledge of TCP/IP networking protocols, hardware and interconnection

Responsibilities

• Monitors network management system; coordinates with telecom providers to restore service.
• Tracks incident details and updates the incident management tool promptly.
• Diagnoses basic technical queries from customers and business units.
• Oversees high availability IP networks, messaging systems, and air-to-ground data links.
• Identifies resolutions for routine technical queries and escalates where needed.
• Works with senior team members to resolve moderate to complex issues; may lead smaller tickets.
• Monitors and troubleshoots system performance and network issues.
• Understands deployment, configuration, and maintenance routines and develops efficiency tools.
• Participates in network design and configurations.
• Provides guidance to customers to resolve problems with strong attention to detail.
• This is a 24x7 operation; weekend and holiday work may be required.

Skills

Customer service

Multitasking

Attention to detail

Education

AA/AS degree or 2-year training

HS Diploma/GED

Tools

Cisco devices

TCP/IP networking

Job description

PDS Defense, Inc. seeks a Tech-support 3 for its Annapolis, MD operation. You will contribute to the Tier 2 CAS Network Operations Center and manage incident diagnosis and restoration for customers and business units.

Responsibilities include monitoring, troubleshooting, and resolving routine and some complex network issues, with guidance from senior team members, in a 24x7 environment that may include weekends and holidays.