Network Operations Center Support Agent

$60000 - $80000

A technology organization in the Lanham, MD area is seeking a Service Assurance / Operations Support professional to join its onsite team, working 5 days per week. The company is developing advanced global connectivity solutions that integrate mobile and space-based network infrastructure to support direct device-to-network communication.

This role is focused on real-time service monitoring, incident intake, and coordination within a structured telecom operations environment. The position supports critical network services across mobile and satellite-adjacent systems, ensuring issues are accurately captured, tracked, escalated, and communicated in a timely manner.

This is a fast-paced, queue-driven operational role where consistency, attention to detail, and clear communication are more important than deep engineering or troubleshooting. Candidates who are comfortable working in structured workflows, handling high volumes of tickets, and coordinating across technical teams will succeed in this environment.

Core Qualifications

+ 2-5 years of experience in service desk, NOC support, service assurance, or incident management roles

+ Call center experience

+ Experience working with ITSM or ticketing systems (e.g., Service Now, Jira, Remedy, or similar)

+ Strong written and verbal communication skills for incident documentation and coordination

+ Ability to follow defined procedures for logging, categorizing, and escalating incidents

+ Comfortable working in structured, fast-paced operational environments, potentially including shift coverage

+ Exposure to telecom or network operations environments

+ Familiarity with basic telecom or network concepts (RAN, core, transport, OSS/NMS) is a plus but not required

+ Experience working in 24/7 operations or high-volume support queues

+ Familiarity with collaboration tools such as Microsoft Teams, Outlook, Confluence, or Share Point

+ ITIL Foundation or equivalent service management training

Responsibilities Overview

** Incident Intake & Tracking (primary focus)*
* + Receive, log, and track service incidents and requests in ticketing systems

+ Ensure accurate capture of issue details, timestamps, and impact information

+ Maintain proper ticket hygiene and lifecycle updates

** Coordination & Escalation (secondary focus)*
* + Route and escalate issues to appropriate technical or operations teams

+ Follow established escalation procedures and service workflows

+ Support communication between internal teams during active incidents

** Communication & Documentation (ongoing focus)*
* + Provide clear updates within tickets and to internal stakeholders

+ Maintain accurate records for audit and reporting purposes

+ Support service transparency through structured documentation

Day-to-Day Focus

+ Majority of time spent managing incoming tickets and incident queues

+ Handling classification, prioritization, and routing of issues

+ Updating records and ensuring workflow compliance

+ Coordinating escalations and status updates across teams

+ Supporting operational communication during active incidents

Benefits Package

+ Medical, dental, and vision insurance coverage

+ Paid time off and vacation benefits