Network Operations Center Support Agent

A growing technology organization in the Lanham, MD area is looking to add a Network Operations / Service Assurance professional to its team. The role is onsite 5 days a week in MD. The company is working on advanced global connectivity systems that leverage space-based infrastructure to enable standard mobile devices to connect directly to broadband networks without modification. This role sits at the core of real-time service reliability for a highly innovative telecom environment. You'll be part of a small, fast-moving team supporting mission-critical network operations that span mobile, satellite, and hybrid communications systems. The work is hands-on and operationally focused, with direct impact on global connectivity performance. Candidates who thrive in dynamic environments, enjoy solving technical issues under pressure, and want exposure to cutting-edge telecom and satellite systems will find this role particularly engaging. Core Qualifications Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field 2-5 years of experience in NOC operations, service assurance, or incident coordination roles Strong knowledge of incident handling workflows including logging, prioritization, escalation, and resolution tracking Effective communication skills for coordinating with internal teams and external stakeholders Experience working with ITSM or ticketing systems (e.g., ServiceNow, Jira, Remedy, or similar) Ability to work in shift-based or 24/7 operational environments Nice to Have ITIL Foundation certification or equivalent service management training Background in mobile networks, satellite communications, or hybrid telecom environments Familiarity with telecom architecture components such as RAN, core network, transport layers, OSS/NMS platforms, and gateways Experience using collaboration and documentation platforms like Microsoft Teams, Outlook, Confluence, or SharePoint Comfort working in high-pressure, time-sensitive operational settings Responsibilities Overview Technical Operations (approx. 50%) Working within incident management systems to monitor, log, and track issues Telecom Systems Support (approx. 30%) Engaging with mobile, satellite, and network infrastructure components Collaboration & Documentation (approx. 20%) Coordinating with engineering, operations, and customer-facing teams Day-to-Day Focus Primary responsibility (around 60%) involves incident intake, triage, and coordination Secondary focus (20%) includes escalation handling, reporting, and documentation updates Remaining time (20%) is dedicated to cross-team communication and operational support activities Benefits Package Medical, dental, and vision insurance coverage Paid time off / vacation benefits