Senior Level 2 Support / NOC Technical Lead

Softthink Solutions Inc; Santa Monica (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Softthink Solutions Inc. is seeking a Senior Level 2 Support / NOC Technical Lead in Santa Monica, CA. You will oversee escalated incidents, coordinate with technical teams, and provide robust infrastructure support across network, servers, and endpoints.

The role requires hands-on Level 2 IT support experience, familiarity with ITSM tools (ServiceNow), and relevant certifications. This position supports 24x7 operations and ensures high-quality knowledge transfer.

Qualifications

• Experience in Level 2 IT support and NOC operations.
• Experience with network, server, endpoint, and IT infrastructure support.
• Familiarity with ITSM/ticketing tools such as ServiceNow.
• Certifications: Network+, Security+, CCNA; ITIL Foundation preferred. CLETS for Police/City Attorney support.

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

IT infrastructure support

Education

Associate or bachelor’s degree in IT/CS/Networking

Tools

ServiceNow

Job description

Job Title

Senior Level 2 Support / NOC Technical Lead

Location

Santa Monica, CA

Role Summary

Responsible for advanced technical troubleshooting, Level 2 escalations, infrastructure support coordination, and technical assistance to frontline service desk personnel.

Roles and 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.

Professional Experience

• 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.

Educational Qualifications

• Associate or bachelor s degree in information technology, Computer Science, Networking, or a related field preferred, or equivalent relevant experience.

Certifications

• CompTIA Network+, Security+, Microsoft, Cisco CCNA, or equivalent relevant technical certifications preferred.
• ITIL Foundation preferred.
• CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk