Senior NOC Lead: 2nd Line IT Support & Incident Management

Softthink Solutions Inc; Santa Monica (CA); Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Level 2 IT support

NOC operations

Systems administration

IT infrastructure support

Educación

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

Herramientas

ServiceNow

Descripción del empleo

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.