Tier 1 Support Technician -Secure Network Operation Center; SNOC

Job Overview

Northstrat is hiring a Tier 1 technical support operator to assist customers using space‑based broadband communication services. As an SNOC operator, you will work closely with government customers, triage and resolve technical and administrative issues, and escalated unresolved matters to Tier 2, ensuring mission assurance across classified and unclassified communications environments.

• Authenticate users and confirm credentials according to access control policies.
• Triage incoming support cases, gather necessary context, and determine appropriate resolution paths.
• Manage inbound service desk communications across chat, phone, and ticketing channels.
• Create and maintain a complete record of all customer interactions in the SNOC system of record.
• Customize the Service Now interface to support mission‑specific workflows and templates.
• Escalate service interruptions or complex technical issues to Tier 2 engineering teams as needed.
• Deliver technical support for fielded systems, including end‑user devices, network connections, and cloud services.
• Use cloud‑based applications to monitor state of health of key services.
• Support administrative issues such as account management, order management, reverse logistics, billing, and contracting.
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.

The role supports a 24/7 environment with a potential on‑call rotation. Each shift begins with reviewing ticket queues and service alerts, followed by interfacing with users, authenticating them, applying troubleshooting steps, and escalating to Tier 2 when appropriate. Real‑time performance dashboards are monitored throughout the shift, open problem records are resolved, and follow‑ups with customers are conducted. All activity is documented for accountability.

• U.S. citizenship with an active or current Secret clearance.
• At least 2 years of experience in technical support, IT service desk, or network operations.
• At least 1 year of experience using AWS or equivalent cloud service management applications (e.g., Cloud Watch, Cloud Trail).
• Strong verbal and written communication skills.

• Proficiency with Service Now for case management.
• Top Secret clearance; SCI eligible.
• Experience supporting government customers or working in a secure operations center.
• Understanding of broadband communications systems or satellite networks.
• Demonstrated ability to follow runbooks and adapt them for evolving mission needs.
• Experience monitoring technical system health metrics and interpreting dashboards.

The position supports a rotating 8/5 shift schedule with eventual migration to 24/7. Candidates must be available to work nights, weekends, and holidays as needed.

Northstrat is an Equal Opportunity Employer. We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, or other legally protected status.