Network Operations Center Tier 1 Shift Lead jobs in United States
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Arch · 2 months ago

Network Operations Center Tier 1 Shift Lead

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
money$120K/yr - $140K/yr
date5+ years exp

Arch Systems, LLC is a company providing services for US Customs and Border Protection (CBP). The NOC Tier 1 Shift Lead is responsible for overseeing a team of Tier 1 technicians, ensuring efficient monitoring and resolution of network issues while maintaining operational efficiency in a 24/7 environment.

Cloud InfrastructureSoftwareUX Design
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Growth OpportunitiesbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Overseeing a team of Tier 1 Network Operations Center (NOC) technicians during assigned shifts
Ensuring efficient monitoring, troubleshooting, and resolution of network issues
Coordinating task assignments
Providing technical guidance
Escalating complex issues to higher-tier support
Maintaining operational efficiency

Qualification

ITIL v3CCNANetwork fundamentalsNetwork monitoring toolsServiceNowAnalytical skillsProblem-solving skillsCommunication skills

Required

A minimum of five (5) years' relevant experience in Tier 1 support operations
Relevant certifications such as ITIL v3, CompTIA, CCNA
Strong understanding of network fundamentals, including TCP/IP, routing protocols, network topology, and basic troubleshooting techniques
Hands-on experience with network monitoring tools and ticketing systems
Excellent problem-solving and analytical skills to identify and resolve network issues efficiently
Effective communication skills for interacting with customers, technical teams, and management
Security clearance: Confidential

Preferred

CBP BI and/or Secret/TS clearance preferred
Consistent Tier-1 SLA delivery: fast categorization/assignment, workarounds within defined windows, timely Tier-2 escalations
Comfortable running the floor (queue health, call discipline, documentation quality) and managing shift turnover
Tools: ServiceNow (tickets/CMDB), SolarWinds/NetScout alerts/dashboards; able to coach junior analysts on runbooks
Clear, concise communicator for customer updates and escalation notes

Benefits

401(k)
Health insurance

Company

Arch

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Arch is a market provider of SAP usability software and delivering solutions to enhance the SAP user experience.
dateFounded in 1996
location
London, England, GBR
people-size11-50 employees
web-link
https://www.arch-global.com/

Funding

Current Stage
Early Stage
Company data provided by crunchbase