Network Operations Center (NOC) Tier 1 Shift Lead

Job Description

Job DescriptionSalary:

A3 Technology, Inc. is seeking a skilled and serviceoriented Network Operations Center (NOC) Tier 1 Shift Lead to supervise Tier 1 technicians in a 24x7 Network Operations Center supporting U.S. Customs and Border Protection (CBP). The Network Operations Center (NOC) Tier 1 Shift Lead ensures real-time monitoring, rapid triage, and efficient incident handling, all aligned with service levels.

This position requires strong technical fundamentals, leadership on the floor, and clear communication to drive first-line resolution, precise documentation, and timely escalations to highertier teams.

Key Responsibilities:

• Lead a team of Tier 1 analysts during assigned shift; manage queues, staffing, and task assignments in a 24x7 environment.
• Monitor alerts, events, and dashboards; validate true impact and initiate triage using documented procedures and runbooks.
• Perform initial troubleshooting; capture symptoms, impact, scope, and timelines; create and update incident records with complete activity logs.
• Execute workarounds where permitted to restore service quickly; escalate to Tier 2/3 when resolution is outside Tier 1 scope.
• Coordinate with Service Desk, Major Incident bridges, and field teams; provide timely, accurate updates to stakeholders.
• Conduct thorough shift turnovers with status of open incidents, changes, and watch items; ensure continuity of operations.
• Track and report shift metrics (tickets handled, firstcontact resolution, aging, MTTA/MTTR, phone AWT/RONA/abandon).
• Coach and develop Tier 1 staff; reinforce SOP adherence, knowledge base usage, and quality documentation standards.
• Contribute to continual service improvement by identifying recurring issues and proposing knowledge or process updates.

Minimum Qualifications:

• 5+ years of relevant experience in a NOC/help desk or Tier 1 support role (missioncritical operations).
• Solid understanding of network fundamentals (TCP/IP, routing basics, DNS/DHCP, VLANs) and basic troubleshooting.
• Experience with enterprise monitoring and ticketing systems; disciplined incident documentation.
• Strong communication skills and customer focus; ability to lead in a fastpaced, highvolume environment.
• U.S. Citizenship and eligibility for required CBP background clearance; ability to work onsite and on shift.

Highly Desired Qualifications:

• Certifications: ITIL v3/4 Foundation; CompTIA Network+ or A+; Cisco CCNA.
• Experience supporting federal programs or similar regulated environments.
• Demonstrated success improving Tier 1 KPIs and knowledge base quality.

Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.

The salary range for positions is $50,000 to $175,000. This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidates education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.

At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer. We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.