Junior Network Operations Center (NOC) Analyst

Junior Network Operations Center (NOC) Analyst

Atos Public Safety delivers mission-critical solutions that support emergency response agencies across the country. As a trusted partner, we provide a comprehensive portfolio of research, consulting, technology solutions, and managed services designed to help public safety organizations operate effectively under the most demanding conditions.

We are seeking a Junior NOC Analyst to join our Next Generation 911 (NG911) operations team. In this role, you will serve as the first line of support for incident management, service requests, and customer communications in a 24x7 mission-critical environment. This is an excellent entry point into public safety technology with clear pathways for technical and leadership growth.

Key Responsibilities

• Service Desk & Incident Intake

• Log, categorize, and prioritize tickets in ITSM tools (e.g., ServiceNow)

• Accurately capture incident details including symptoms, business impact, and urgency

• Maintain clear, complete, and professional documentation of all interactions

• Incident Triage & Escalation

• Perform initial triage using standard operating procedures (SOPs) and knowledge articles

• Assess incident severity, with focus on PSAP (Public Safety Answering Point) impact

• Escalate issues to L2/L3 NOC teams, engineering, or external vendors as required

• Support Major Incident Management (MIM) processes and bridge calls

• Customer Communication

• Provide timely updates to internal stakeholders and customers during active incidents

• Communicate clearly and professionally, especially during high-severity events

• Manage expectations and ensure adherence to SLA response and notification timelines

• Assist with outage notifications and status reporting

• Operational Coordination

• Collaborate with cross-functional teams (network, voice, applications, vendors)

• Track ticket progress and ensure timely resolution and closure

• Support shift handovers with accurate status updates and summaries

• Knowledge & Process Support

• Utilize knowledge bases, runbooks, and Standard Operating Aids (SOAs)

• Identify documentation gaps and contribute to process improvements

• Support adherence to ITIL processes (Incident, Problem, and Change Management)

• Required Qualifications

• Associate’s degree or equivalent experience in:

• Information Technology

• Telecommunications or related field

• Basic understanding of:

• IT service desk operations

• Incident management and ticketing systems

• Strong written and verbal communication skills

• Ability to multitask and prioritize in a fast-paced environment

• Willingness to work in a 24x7 shift-based model, including nights, weekends, and holidays

• Shift Structure

• 12-hour shifts (4 days on / 4 days off)

• Day Shift: 8:00 AM – 8:00 PM (EST)

• Night Shift: 8:00 PM – 8:00 AM (EST)

• Preferred Qualifications

• Exposure to NG911, public safety, or emergency services environments

• Experience with ServiceNow or similar ITSM platforms

• Basic knowledge of:

• Networking fundamentals (IP, TCP/IP)

• Voice/VoIP systems

• Familiarity with ITIL framework or service management practices

• Key Competencies

• Strong customer service mindset

• Attention to detail in documentation and communication

• Ability to remain calm under pressure in critical incident scenarios

• Effective organization and time management

• Collaborative, team-oriented approach with a willingness to learn

• Career Growth Opportunities

• This role offers a clear progression path into:

• NG911 NOC Analyst (L1/L2)

• Service Desk Lead / Shift Coordinator

• Specialized tracks in Network, Voice, or Systems Engineering

• Why Join Atos Public Safety?

• Work on mission-critical systems that directly support emergency services

• Gain exposure to cutting-edge Next Generation 911 technology

• Strong learning environment with defined career progression

• Collaborative, high-impact team supporting public safety operations

• The total compensation range for this role in the posted location is $54,386 - $87,018 USD.

• Atos provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The compensation range listed for this position reflects the minimum and maximum target compensation that Atos, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

• The actual compensation offered to any candidate may fall outside the posted range and will be determined based on multiple factors permitted by applicable law. These may include, but are not limited to, geographic location, education and qualifications, certifications and licenses, relevant experience and skills, seniority and performance, market and business considerations, and internal pay equity.

• It is not typical for candidates to be hired at or near the top of the posted compensation range.

• Benefits: Medical insurance, Dental insurance, Vision insurance, Flexible Spending Accounts (FSAs), Health Savings Account (HSA), Supplemental Insurance, Telehealth, Employee Assistance Program (EAP), 401(k) Retirement Plan, Legal Insurance, Pet Insurance, Wellness and discount programs

• Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

• Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

• Choose your future. Choose Atos.