Job Title:

Senior Level 2 Support /

NOC Technical Lead Work Authorization:

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.

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