Tier 1 Support Technician -Secure Network Operation Center; SNOC

Northstrat is seeking a Tier 1 technical support operator to assist customers using space‑based broadband communication services. As an SNOC Operator, you will directly interface with government customers, triage and resolve technical and administrative issues, and escalte unresolved issues. This role is critical to ensuring a seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross‑functional engineering and business support teams while using Service Now for ticketing and accessing the knowledge base.

• Authenticate users and confirm credentials in accordance with access control policies
• Triage incoming support cases, collect 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
• Tailor and refine 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 the state of health of key services
• Provide support for administrative issues spanning account management, order management, reverse logistics, billing, and contracting
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts

In this role, you’ll work to maintain 24/7 operations, including a potential on‑call rotation. You’ll start each shift reviewing ticket queues and current service alerts, then interface with users. You’ll authenticate users, apply troubleshooting steps, and esc...

• Must be a U.S. citizen with an active or current Secret clearance
• Must have at least 2+ years of experience in technical support, IT service desk, or network operations
• 1+ years of experience using AWS or equivalent cloud service management applications (i.e. Cloud Watch, Cloud Trail)
• Strong verbal and written communication skills

• Proficient 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 need
• Experience monitoring technical system health metrics and interpreting dashboards

This 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 offers a range of benefits designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Northstrat values true work life balance. We offer a power‑of‑choice benefits program designed to best meet the needs of employees and their lifestyles.

There are a host of factors that can influence final salary including geographic location, Federal Government contract labor categories, contract wage rates, prior work experience, specific skills and competencies, education, and certifications. Competitive compensation and professional development opportunities are provided.

Northstrat does not mandate specific working hours. While project requirements may dictate schedules, employees typically work an average of eight hours per weekday over a month and may carry over unused hours.

The IBA is a flexible benefits package that allows employees to select a package that best suits their needs, whether those are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these.

The PSP is a qualified retirement plan funded quarterly on the employee’s behalf through the IBA in the amount equivalent to 25% of the employee’s compensation.

Employees may use IBA funds for reimbursement of work‑related education expenses and participate in periodic company‑sponsored training events.

Northstrat is 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.