Senior Level 2 IT Support & NOC Lead

Softthink Solutions; Santa Monica (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

Softthink Solutions in Santa Monica, CA seeks a Senior Level 2 Support / NOC Technical Lead to handle advanced troubleshooting, Level 2 escalations, and coordinate infrastructure support for 24x7 operations. You will mentor frontline service desk staff and ensure timely incident resolution.

You will contribute to knowledge transfer, maintain accurate documentation in ServiceNow, and work with network, server, and endpoint teams to prevent outages.

Qualifications

• Experience in Level 2 IT support, NOC operations, systems administration, or infrastructure support.
• Experience troubleshooting complex technical incidents.
• Experience with network, server, endpoint, and IT infrastructure support.
• Experience using ITSM/ticketing tools, preferably ServiceNow.
• Associate or bachelor’s degree in information technology, Computer Science, Networking, or a related field preferred, or equivalent relevant experience.
• Certifications such as CompTIA Network+, Security+, Microsoft, Cisco CCNA, ITIL Foundation preferred; CLETS for certain frontline police/City Attorney support may be required.

Responsibilities

• Handle escalated incidents and complex technical issues.
• Provide Level 2 support and coordinate with relevant technical teams.
• Support network, systems, endpoint, and infrastructure troubleshooting as applicable.
• Assist with incident prioritization, resolution, and escalation.
• Maintain accurate technical documentation and ticket updates in ServiceNow.
• Support knowledge transfer and continuous improvement of support processes.
• Assist in maintaining effective technical coverage for 24x7 operations.

Skills

Level 2 IT support

NOC operations

Systems administration

Infrastructure support

Incident troubleshooting

Education

Associate or Bachelor's degree in IT/CS/Networking or related field

Tools

ServiceNow

ITIL knowledge

CLETS

Certifications (see list)

Job description

Softthink Solutions in Santa Monica, CA seeks a Senior Level 2 Support / NOC Technical Lead to handle advanced troubleshooting, Level 2 escalations, and coordinate infrastructure support for 24x7 operations. You will mentor frontline service desk staff and ensure timely incident resolution.

You will contribute to knowledge transfer, maintain accurate documentation in ServiceNow, and work with network, server, and endpoint teams to prevent outages.