Technical Services Support - Tier 2

Job ID: 2501685

Location: REMOTE WORK, VA, US

Date Posted: 2025-02-07

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: No

Description

SAIC is seeking highly skilled Service Desk/NOC Tier 2 professionals, who will serve a crucial role within our Network Operations Center and Service Desk teams. The ideal candidate will bring a balance of technical expertise, leadership acumen, and a passion for customer service to ensure the highest levels of network performance and user satisfaction. This individual will thrive in an environment that values proactive incident management, technical support proficiency, and operational excellence, particularly in managing heterogeneous infrastructures and maintaining network continuity.

This role is 100% remote!

Key Responsibilities:

• Technical Support & Incident Management:
  • Tackle technical problems and respond to queries via telephone or self-service tickets for a range of issues, including hardware, software, network, and telecommunication systems.
  • Diagnose, identify, isolate, and analyze problems using historical database records, escalating complex issues to product line specialists or higher-tier support as needed.
  • Network & System Operations:
  • Engage in proactive network monitoring and incident management, ensuring effective escalation and resolution of issues, while overseeing daily NOC operations.
  • Maintain proficiency in managing and troubleshooting across different hardware platforms and software ecosystems to ensure compatibility and performance across the network.
  • Apply in-depth knowledge of the OSI model to accurately segment and diagnose network problems, thus isolating issues to specific layers of the infrastructure for targeted resolution.
• Service Desk & Process Improvement:
  • Continuously refine Service Desk processes to improve end-user support, ticket management, and overall operational efficiency.
  • Develop and track key performance metrics for the Service Desk and NOC teams, aligning with SLAs and striving to exceed customer satisfaction goals.
• Leadership & Team Development:
  • Provide mentorship to service desk peers, fostering an environment focused on customer service and result-oriented performance.
  • Address recurring issues by informing management of patterns, contributing to long-term solutions to prevent future complications.
• Communication & Coordination:
  • Maintain effective communication within the department and external contacts to obtain and relay information requiring explanation or interpretation.
  • Coordinate network and systems changes, ensuring minimal disruption and adherence to ITIL best practices.

Qualifications

Required Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience, complemented by relevant certifications.
• prefer two (2) or more years within a NOC or Service Desk setting.
• For those without a bachelor’s degree, an AA Degree in related discipline and (1) one additional year of related experience, or High School and two (2) additional years of related experience with relevant certification, are required.
• Candidates must exhibit the ability to self-educate and independently acquire new skills, demonstrating initiative and resourcefulness.

Required Technical Skills:

• Demonstrated knowledge and working experience with core networking concepts and protocols, such as routing and switching.
• In-depth expertise with major routing protocols including EIGRP, OSPF, and BGP.
• A clear understanding of the Spanning-tree protocol and its application to network redundancy.
• Skills in developing and implementing both stateful and stateless traffic policies.
• Strong grasp of IPv4 addressing and CIDR subnetting techniques for network architecture and IP management.
• Hands-on experience with networking equipment from major industry manufacturers.
• Ability to work with various networking technologies across diverse hardware systems.
• Adaptability to maintain operational effectiveness within heterogeneous network infrastructures.
• Candidates should be able to demonstrate practical experience in applying the OSI framework to real-world troubleshooting and network management scenarios.
• Hands-on experience with network monitoring tools (e.g., SolarWinds, Nagios), ticketing systems (e.g., ServiceNow, JIRA), and adherence to ITSM principles.
• Leadership & Soft Skills:
• Demonstrated ability to partner with technical teams, manage conflict, and promote a collaborative environment for growth and development.
• Strong communication skills with the capacity to engage effectively with both technical and non-technical stakeholders.
• Problem-solving mindset with the capability to manage complex technical challenges and make critical decisions under pressure.

Preferred Qualifications:

• Experience working in a 24x7x365 operational environment is highly valued.
• Deep familiarity with the ITIL framework and its processes.
• Prior experience in managing network security incidents and effective collaboration with cybersecurity teams.
• Current, or previous, networking certifications such as Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or CompTIA Network .
• Familiarity with products from vendors like Cisco, Juniper, HPE, Dell, Arista, Brocade, and Extreme Networks.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.