Senior Level 2 Support / NOC Technical Lead
Posted Updated
Description
Job Title: Senior Level 2 Support / NOC Technical Lead
Work Authorization:
Location: Santa Monica, CA
Location: Santa Monica, CA
Role Summary:
Responsible for advanced technical troubleshooting, Level 2 escalations, infrastructure support coordination, and technical assistance to frontline service desk personnel.
Responsible for advanced technical troubleshooting, Level 2 escalations, infrastructure support coordination, and technical assistance to frontline service desk personnel.
Roles and Responsibilities:
- Handle escalated incidents and complex technical issues.
- Provide Level 2 support and coordinate with relevant technical teams.
- Support network, systems, endpoint, and infrastructure troubleshooting as applicable.
- Assist with incident prioritization, resolution, and escalation.
- Maintain accurate technical documentation and ticket updates in ServiceNow.
- Support knowledge transfer and continuous improvement of support processes.
- Assist in maintaining effective technical coverage for 24x7 operations.
Professional Experience:
- Experience in Level 2 IT support, NOC operations, systems administration, or infrastructure support.
- Experience troubleshooting complex technical incidents.
- Experience with network, server, endpoint, and IT infrastructure support.
- Experience using ITSM/ticketing tools, preferably ServiceNow.
Educational Qualifications:
- Associate or bachelor s degree in information technology, Computer Science, Networking, or a related field preferred, or equivalent relevant experience.
Certifications:
- CompTIA Network+, Security+, Microsoft, Cisco CCNA, or equivalent relevant technical certifications preferred.
- ITIL Foundation preferred.
- CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk