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Computer World Services

Posted 7 months ago

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Network Operations Center (NOC) Tier 1 Shift Lead

Ashburn, VAOn-siteFull-time

AI Summary

Leads Tier 1 NOC operations, supervising 12-hour shift coverage, incident triage, escalation, and performance within a 24/7 NOC environment.

About this role

CWS seeks a NOC Tier 1 Shift Lead to supervise the U.S. Customs and Border Protection’s (CBP) Network Operations Center (NOC) contract Tier 1 NOC technicians. The NOC Tier 1 Shift Lead supervises the Tier 1 NOC technicians to ensure timely incident detection, triage, and escalation per established performance standards.

Duties & Responsibilities

  • Lead Tier 1 operations during assigned 12-hour shifts in a 24/7 environment.
  • Oversee incident intake, analysis, and escalation following ITIL procedures.
  • Ensure adherence to service level agreements (SLAs).
  • Maintain accurate shift logs and incident summaries.
  • Mentor and evaluate Tier 1 personnel performance.

    • Required Qualifications

  • 5+ years of NOC or Tier 1 support experience.
  • CompTIA Network+ or ITIL v3 certification.
  • Familiarity with monitoring and ticketing systems (e.g., SolarWinds, ServiceNow).

    • Preferred Qualifications

  • CCNA certification.
  • Experience supporting Federal or DHS systems.

    • Place of Performance

  • Springfield and Ashburn, VA (Shift-based position with 24x7 coverage).

    • Clearance

  • Must have favorably passed a full five (5) year background investigation (BI) required by CBP policies and procedures for employment prior to beginning work with CBP.

    • Skills

    CCNACompTIA Network+Incident ManagementITIL V3MonitoringNoCServiceNowSLA ManagementSolarWindsTicketing Systems

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