Job Summary: The NOC shift lead is responsible for supervising a shift in support of helpdesk operations which supports multiple systems and network operations in a 24/7/365 NOC environment. |
Job Duties: |
- Manage personnel schedules ensuring Tier 1 and Tier II diagnostic support
- Escalate operational issues including triage and information gathering for support resources and establishment of communications
- Perform duties and responsibilities of a manager while ensuring that the flow and rhythm of the operations remains intact
- Supervise and oversee all the functions of all NOC personnel on shift; ensuring customer support (E-Mail/Phone/Chat) for Blue Force Tracking.
- Adhere to and enforce the MCSC Standard Operating Procedure (SOP)
- Coordinate day to day operations functions for Customer Support Technicians on shift by assigning specific tasks and duties to individuals.
- Responsible for ensuring logs and data are collected and stored in accordance with SOP.
- Coordinate breaks and lunches for all personnel on shift
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Required Qualifications: |
- Must be a U.S. citizen and possess at minimum an Interim Secret clearance
- IAT-1 certification or greater preferred but not required
- 2+ years of experience in a helpdesk environment or network operations center
- BS or BA preferred but not required
- Flexibility to work any of the 3 available shifts, which include morning, mid-day and nights, as well as major holidays
- Working knowledge of networking, including OSI model concepts, basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office products (Word, Excel, Power Point).
- Ability to perform work while instructing personnel via email or telephone and calmly extracting knowledge of the issue to determine real root of the problem
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Compensation:
We provide a competitive pay and benefits package. This position is offering a salary range of $60,000-$65,000/year. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
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