Note: The job is a remote job and is open to candidates in USA. Atos Public Safety delivers mission-critical solutions and managed services for emergency response agencies. The Junior Network Operations Center (NOC) Analyst serves as the first line of support for NG911 incidents, service requests, and customer communications in a 24x7 environment, performing triage, escalation, documentation, coordination, and customer updates.
Responsibilities
- Act as the **first point of contact** for NG911 incidents, service requests, and customer inquiries
- 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
- 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
- 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
- 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
- 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)
Skills
- 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
- **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)
- 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
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
- Strong learning environment with defined career progression
- Clear progression path into NG911 NOC Analyst (L1/L2), Service Desk Lead / Shift Coordinator, and specialized tracks in Network, Voice, or Systems Engineering
Company Overview