3576 - Supervisor, L1 NOC
$94,700–$135,300 year
On-siteAshburn, Virginia, United States
Ashburn, Virginia, United StatesOn-siteFull Time$94,700–$135,300 yearEnterprise
Full TimeEnterprise
Job Summary
Monitor and administer the 24/7 Network Operations Center, managing Tier 1 support, ticketing, and technician reporting under general supervision. Supervise technical staff, develop training plans, and ensure adherence to ITIL policies and SLA requirements. Coordinate system recovery during outages, lead post-mortem analysis, and manage vendor compliance. Operate as a Level 1 technician when required, handle client escalations, and maintain accurate documentation. Work onsite at a data center with 10-15% travel, including weekends and holidays, with a base salary of $94,700-$135,300.
Required Qualifications
- Associate degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience
- 3 years' experience working in Network Operations or Help Desk environment
- Experience in managed services or data center services as a provider
- Must have the ability to work independently and be an effective contributor to a diversified team
- Sense of ownership and accountability
- A baseline technical aptitude in Help Desk Windows experience
- IP Networking
- Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access
- Familiarity with HDI and ITIL best practices
- Must possess a current, valid state-issued driver's license
- Must be willing to travel 10-15% of the time
- Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support
- Must be able to respond to emergency situations at the data center
- Must be comfortable working in a highly critical, fast paced environment shifting priorities
- Requires the ability to lift and carry objects weighing up to 50 pounds
- Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
- Able to hear and speak into a telephone and 2-way radio
- Ability to distinguish colors on wiring and cables to ensure safety protocols are followed
- Ability to work in confined spaces
- Must be willing to work on site; no telecommuting
- Responsible to carry a cell phone and provide 24 x 7 support as needed
Desired Qualifications
- A good understanding of the principles of service support as defined in the ITIL framework
- Working knowledge of enterprise ticketing systems
- Knowledge of Managed Services products within the IT field
- Knowledge of Datacenter and collocation products and services
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