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 escalate 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 ServiceNow for ticketing and accessing the knowledge base.

Key Job Responsibilities

• 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 ServiceNow 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 used to monitor 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.

A Day in the Life

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 interact with customers, resolve a wide range of customer issues or inquiries, and quickly escalate to higher tier support when needed. Throughout your shift, you'll monitor real-time performance dashboards and contribute to the resolution of open problem records. You’ll conduct follow-ups with customers for open cases and document all activity for accountability.