Today
Public Trust
Mid Level Career (5+ yrs experience)
Unspecified
IT - Support
Orlando, FL (On-Site/Office)
Responsible for coordinating the scheduling for the WNOC group supporting Cellular Over the Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR). Serve as the lead point of contact (POC) for government and customers seeking technical assistance. Coordinate training for new contract staff and provide documentation for daily, weekly and monthly reports from the ticketing system and databases.
Responsibilities:
• Lead and supervise NOC technicians and engineers, providing guidance, mentorship, and performance feedback.
• Ensure 24/7 operational coverage and effective staffing of the wireless NOC team.
• Develop and implement standard operating procedures (SOPs) and escalation protocols.
• Oversee real-time monitoring of wireless network performance, ensuring minimal downtime and optimal service quality.
• Lead incident response efforts for network outages, performance degradations, and security incidents.
• Coordinate with field engineers, network engineers, and vendors to resolve escalated network issues.
• Prepare and present regular performance, capacity, and incident reports to management.
• Maintain accurate logs of incidents, escalations, maintenance, and network changes.
• Identify recurring network issues and implement process improvements to reduce future incidents.
• Collaborate with engineering teams on network upgrades, expansions, and migrations.
• Ensure all changes follow established change management and risk mitigation processes.
• Participate in planning and execution of network optimization projects.
• Ensure adherence to network security policies, industry standards, and regulatory requirements.
• Conduct periodic audits to verify compliance with operational procedures and security standards.
Required Skills:
• A minimum of five (5) years’ relevant experience in Tier 1 support operations
• Bachelor’s degree in related technical fields such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications
• 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.
• Deep knowledge of wireless network technologies (e.g., LTE, 5G, Wi-Fi).
• Experience with network monitoring tools (e.g., SolarWinds, NetScout, Nagios, or equivalent).
• Proficiency in troubleshooting network performance, latency, and connectivity issues.
• Familiarity with network protocols, SNMP, VoIP, TCP/IP, and routing/switching concepts.
• Knowledge of network security best practices and incident response procedures.
• Experience managing NOC teams or network operations teams.
• Ability to prioritize tasks in high-pressure environments and delegate effectively.
• Strong project management skills for coordinating upgrades, maintenance, and troubleshooting efforts.
• Strong diagnostic and root-cause analysis skills.
• Ability to interpret network data, logs, and reports to drive decision-making.
Preferred Skills
• Familiarity with ITIL processes, including Incident, Problem, and Change Management.
• Familiarity with network virtualization technologies (e.g., SD-WAN, NFV). Knowledge of cloud-based network monitoring and management platforms.
• Hands-on experience with 5G NR architecture, LTE, and Wi-Fi 6/6E technologies.
• Experience with Cellular Over the Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR)
• Ability to use analytics tools to identify network trends, performance issues, and capacity planning.
• Experience generating dashboards and KPI reports for leadership. Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.
Soft Skills:
• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented: Able to drive things forward regardless of personal interest in the task.
Responsibilities:
• Lead and supervise NOC technicians and engineers, providing guidance, mentorship, and performance feedback.
• Ensure 24/7 operational coverage and effective staffing of the wireless NOC team.
• Develop and implement standard operating procedures (SOPs) and escalation protocols.
• Oversee real-time monitoring of wireless network performance, ensuring minimal downtime and optimal service quality.
• Lead incident response efforts for network outages, performance degradations, and security incidents.
• Coordinate with field engineers, network engineers, and vendors to resolve escalated network issues.
• Prepare and present regular performance, capacity, and incident reports to management.
• Maintain accurate logs of incidents, escalations, maintenance, and network changes.
• Identify recurring network issues and implement process improvements to reduce future incidents.
• Collaborate with engineering teams on network upgrades, expansions, and migrations.
• Ensure all changes follow established change management and risk mitigation processes.
• Participate in planning and execution of network optimization projects.
• Ensure adherence to network security policies, industry standards, and regulatory requirements.
• Conduct periodic audits to verify compliance with operational procedures and security standards.
Required Skills:
• A minimum of five (5) years’ relevant experience in Tier 1 support operations
• Bachelor’s degree in related technical fields such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications
• 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.
• Deep knowledge of wireless network technologies (e.g., LTE, 5G, Wi-Fi).
• Experience with network monitoring tools (e.g., SolarWinds, NetScout, Nagios, or equivalent).
• Proficiency in troubleshooting network performance, latency, and connectivity issues.
• Familiarity with network protocols, SNMP, VoIP, TCP/IP, and routing/switching concepts.
• Knowledge of network security best practices and incident response procedures.
• Experience managing NOC teams or network operations teams.
• Ability to prioritize tasks in high-pressure environments and delegate effectively.
• Strong project management skills for coordinating upgrades, maintenance, and troubleshooting efforts.
• Strong diagnostic and root-cause analysis skills.
• Ability to interpret network data, logs, and reports to drive decision-making.
Preferred Skills
• Familiarity with ITIL processes, including Incident, Problem, and Change Management.
• Familiarity with network virtualization technologies (e.g., SD-WAN, NFV). Knowledge of cloud-based network monitoring and management platforms.
• Hands-on experience with 5G NR architecture, LTE, and Wi-Fi 6/6E technologies.
• Experience with Cellular Over the Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR)
• Ability to use analytics tools to identify network trends, performance issues, and capacity planning.
• Experience generating dashboards and KPI reports for leadership. Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.
Soft Skills:
• Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
• Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
• Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
• Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented: Able to drive things forward regardless of personal interest in the task.
group id: 90678282
