Network Operations Center - Shift Lead

Overview

Analyzes and administers the technical architecture of Local Area Networks and Wide Area Networks. Researches, runs tests, evaluates, and recommends telecommunications and data network systems. Analyzes workload, including traffic and utilization trends. Interfaces with users, consultants, technical teams, and vendors for maximum guidance in determining the most appropriate type of hardware installation.

• The NOC Tier 1 Shift Lead is responsible for overseeing a team of Tier 1 Network Operations Center (NOC) technicians during assigned shifts.
• This role ensures efficient monitoring, troubleshooting, and resolution of network issues by coordinating task assignments, providing technical guidance, escalating complex issues to higher‑tier support, and maintaining operational efficiency.
• Operating in a 24/7 environment, the Shift Lead plays a critical role in maintaining network stability and delivering exceptional support to customers.
• This position requires strong technical knowledge, problem‑solving skills, and communication abilities to ensure efficient network operations and high‑quality support.
• Supports complex PCs and LAN/WAN networks throughout the organization.
• Tests and evaluates hardware and software to determine efficiency, reliability, and compatibility with existing system, using equipment such as computer terminal and modem.
• Analyzes test data and recommends hardware or software for purchase.
• Performs work under minimal supervision.
• Handles complex issues and problems and refers only the most complex issues to higher‑level staff.

• Applicants must have the ability to obtain a CBP Background Investigation/clearance - required for consideration. Some billets may require DoD Secret or Top Secret access.
• Relevant certifications such as ITIL v3, CompTIA, CCNA.
• A minimum of five (5) years’ relevant experience in Tier 1 support operations.
• Strong understanding of network fundamentals, including TCP/IP, routing protocols, network topology, and basic troubleshooting techniques.
• Hands‑on experience with network monitoring tools and ticketing systems.
• Excellent problem‑solving and analytical skills to identify and resolve network issues efficiently.
• Effective communication skills for interacting with customers, technical teams, and management.