NOC- Tier II Support

TEKsystems
Full_time•$26/hour (USD)•Frisco, United States

📍 Job Overview

  • Job Title: NOC - Tier II Support
  • Company: TEKsystems
  • Location: Frisco, Texas, United States
  • Job Type: On-site
  • Category: Server Administration & Infrastructure
  • Date Posted: June 24, 2025
  • Experience Level: Intermediate (2-5 years)
  • Remote Status: On-site

🚀 Role Summary

  • Key Responsibilities: Serve as a technical escalation point for Tier 1 support, manage complex incidents, oversee root cause analysis, and proactively improve network environment health and automation.
  • Key Technologies: ITIL v3/v4, Red Hat OpenShift (RH OCP), Ansible, Python, ServiceNow, AIOps, Telco-grade systems and applications (Mavenir IMS, Nokia 5G, Cisco ACI).
  • Key Performance Indicators (KPIs): Mean Time to Resolution (MTTR) for Tier 2 incidents, number of Tier 1 escalations resolved or deflected, accuracy and completeness of documentation/runbooks, automation coverage of known issues or tasks.

📝 Enhancement Note: This role focuses on complex incident management, automation, and process improvement, making it an excellent fit for experienced server administrators seeking to advance their careers in a dynamic, Telco-grade environment.

💻 Primary Responsibilities

  • Incident, Problem, and Change Management:

    • Resolve high-complexity incidents escalated from Tier 1.
    • Lead root cause analysis and contribute to Problem Management activities.
    • Drive Change Management and risk assessment in accordance with ITIL v3/v4 best practices.

  • Tier 1 Enablement & Documentation:

    • Develop and maintain resolution playbooks and knowledge articles.
    • Coach Tier 1 team on troubleshooting procedures and escalation standards.
    • Ensure thorough documentation of all incident resolution steps for re-use and automation input.

  • Monitoring & Automation Oversight:

    • Monitor performance and outcomes of automation tools (Ansible, Python, ServiceNow AIOps).
    • Partner with the automation team to optimize alert response and remediation scripts.
    • Detect patterns and automate repeatable tasks using SRE principles.

  • Lifecycle & Platform Support:

    • Perform lifecycle management activities (patching, upgrades, decommissions).
    • Support infrastructure and application health across Telco platforms (Mavenir, Nokia, Cisco ACI).
    • Act as a subject matter expert (SME) for Red Hat OpenShift (RH OCP), including troubleshooting and tuning clusters.

  • Continuous Improvement & SRE Mindset:

    • Identify and drive operational improvements using metrics and retrospective analysis.
    • Collaborate on blameless post-mortems and propose long-term fixes.
    • Challenge the status quo and contribute to service reliability goals and error budgets.

📝 Enhancement Note: This role requires a strong focus on incident management, automation, and process improvement, making it an excellent fit for experienced server administrators looking to advance their careers in a dynamic, Telco-grade environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field. Relevant certifications (e.g., ITIL, Red Hat Certified System Administrator) are a plus.

Experience: 3+ years in a NOC, IT operations, or infrastructure support role. Experience with Telco environments and applications is preferred.

Required Skills:

  • Strong understanding of ITIL v3/v4 (certification preferred).
  • Experience with Incident, Problem, and Change Management in an enterprise ITSM platform (ServiceNow preferred).
  • Working knowledge of Red Hat OpenShift (RH OCP); admin certification a strong plus.
  • Hands-on experience with automation frameworks (Ansible, Python scripting, CI/CD workflows).
  • Understanding of Telco environments and applications (Mavenir, Nokia 5G, Cisco ACI).
  • Excellent troubleshooting and communication skills.
  • Adaptable, with a passion for continuous improvement and process optimization.

Preferred Skills:

  • Experience with ServiceNow AIOps.
  • Familiarity with monitoring tools (Prometheus, Grafana, Splunk).
  • Knowledge of collaboration tools (Slack, MS Teams, Zoom).

📝 Enhancement Note: Candidates should have a strong background in incident management, automation, and process improvement, with a focus on Telco-grade systems and applications.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Detailed documentation of complex incident resolution processes and runbooks.
  • Examples of automation scripts and workflows using Ansible, Python, or other relevant tools.
  • Case studies demonstrating problem-solving skills, root cause analysis, and process improvement initiatives.

Technical Documentation:

  • Well-commented code and thorough documentation standards for incident resolution playbooks and automation scripts.
  • Version control, deployment processes, and server configuration management experience.
  • Testing methodologies, performance metrics, and optimization techniques for incident management processes.

📝 Enhancement Note: Candidates should showcase their ability to manage complex incidents, automate processes, and improve documentation standards in their portfolio.

💵 Compensation & Benefits

Salary Range: $26.00 - $26.00 per hour. This is based on regional market standards for intermediate server administration roles in the Frisco, Texas area.

Benefits:

  • Medical, dental, and vision insurance.
  • Critical illness, accident, and hospital insurance.
  • 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available.
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents).
  • Short and long-term disability.
  • Health Spending Account (HSA).
  • Transportation benefits.
  • Employee Assistance Program.
  • Time Off/Leave (PTO, Vacation, or Sick Leave).

Working Hours: Full-time, 40 hours per week, with flexible scheduling for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The salary range is based on regional market standards for intermediate server administration roles in the Frisco, Texas area, with benefits tailored to the specific needs of web technology professionals.

🎯 Team & Company Context

Company Culture:

  • Industry: Information Technology and Services.
  • Company Size: Large (10,001+ employees).
  • Founded: 1983.

Team Structure:

  • The NOC team consists of multiple tiers, with Tier II Support serving as the technical escalation point for Tier I support.
  • The team collaborates with Site Reliability Engineering (SRE) and platform teams to ensure the availability, performance, and security of Telco-grade systems and applications.
  • The team focuses on managing complex incidents and driving operational improvements.

Development Methodology:

  • The team follows ITIL v3/v4 best practices for incident, problem, and change management.
  • They leverage automation tools (Ansible, Python, ServiceNow AIOps) to optimize alert response and remediation scripts.
  • The team uses a continuous improvement mindset, driving operational enhancements through metrics and retrospective analysis.

Company Website: TEKsystems

📝 Enhancement Note: TEKsystems is a large IT and staffing solutions provider, offering a dynamic and collaborative work environment for web technology professionals seeking to advance their careers in a Telco-grade environment.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate Server Administrator (Tier II Support) - This role involves managing complex incidents, driving automation, and improving processes in a dynamic, Telco-grade environment.

Reporting Structure: The Tier II Support role reports directly to the NOC Manager and collaborates with Site Reliability Engineering (SRE) and platform teams.

Technical Impact: Tier II Support professionals have a significant influence on the availability, performance, and security of Telco-grade systems and applications. They drive operational improvements and ensure the health of the network environment.

Growth Opportunities:

  • Technical Growth: Expand expertise in incident management, automation, and process improvement. Explore specializations in Site Reliability Engineering (SRE), ITIL service management, or specific Telco-grade systems and applications.
  • Leadership Development: Develop team management and architecture decision-making skills by taking on mentoring responsibilities, leading projects, or contributing to strategic planning.
  • Architecture & Design: Gain experience in designing and implementing scalable, high-availability network architectures and infrastructure solutions.

📝 Enhancement Note: This role offers significant growth opportunities for experienced server administrators seeking to advance their careers in a dynamic, Telco-grade environment.

🌐 Work Environment

Office Type: On-site, with a collaborative workspace designed for technical teams.

Office Location(s): Frisco, Texas, United States.

Workspace Context:

  • Collaboration: The workspace encourages cross-functional integration between technical teams, fostering knowledge sharing and continuous learning.
  • Tools & Equipment: The workspace is equipped with multiple monitors, testing devices, and relevant software tools to support the development and testing of Telco-grade systems and applications.
  • Meeting Spaces: The workspace includes dedicated meeting rooms and video conferencing facilities to support collaboration with remote team members and stakeholders.

Work Schedule: Full-time, with flexible scheduling for deployment windows, maintenance, and project deadlines. The work schedule may include on-call rotations for incident management and support.

📝 Enhancement Note: The on-site work environment at TEKsystems is designed to foster collaboration, knowledge sharing, and continuous learning for web technology professionals.

📄 Application & Technical Interview Process

Interview Process:

  • Technical Preparation: Brush up on incident management, automation, and process improvement skills. Familiarize yourself with ITIL v3/v4 best practices and relevant Telco-grade systems and applications (Mavenir, Nokia 5G, Cisco ACI).
  • Technical Assessment: Demonstrate your ability to manage complex incidents, automate processes, and improve documentation standards through hands-on exercises and case studies.
  • Behavioral Assessment: Showcase your problem-solving skills, adaptability, and commitment to continuous improvement and process optimization.
  • Final Evaluation: Discuss your long-term career goals, technical impact, and growth potential within the organization.

Portfolio Review Tips:

  • Incident Management: Highlight your experience in managing complex incidents, driving automation, and improving processes in a Telco-grade environment.
  • Automation & Scripting: Showcase your proficiency in automation frameworks (Ansible, Python) and script development for incident management and resolution processes.
  • Documentation & Knowledge Sharing: Demonstrate your ability to create and maintain thorough, well-commented documentation and knowledge articles for incident resolution and automation processes.

Technical Challenge Preparation:

  • Incident Management Scenarios: Practice managing complex incidents, driving automation, and improving processes in a simulated Telco-grade environment.
  • Automation & Scripting Exercises: Brush up on your skills in automation frameworks (Ansible, Python) and script development for incident management and resolution processes.
  • Problem-Solving & Root Cause Analysis: Develop your problem-solving skills and root cause analysis techniques to tackle complex incidents and drive operational improvements.

📝 Enhancement Note: The interview process for this role focuses on incident management, automation, and process improvement skills, with a strong emphasis on problem-solving, adaptability, and continuous learning.

🛠 Technology Stack & Web Infrastructure

Incident Management & Automation Tools:

  • ServiceNow ITSM (Incident, Change, Problem, CMDB)
  • ServiceNow AIOps
  • Ansible
  • Python
  • Red Hat OpenShift (RH OCP)

Telco-Grade Systems & Applications:

  • Mavenir IMS
  • Nokia 5G Core
  • Cisco ACI

Monitoring Tools:

  • Prometheus
  • Grafana
  • Splunk

📝 Enhancement Note: This role requires a strong understanding of incident management, automation, and process improvement tools, with a focus on Telco-grade systems and applications.

👥 Team Culture & Values

Web Technology Values:

  • Expertise: Demonstrate a deep understanding of incident management, automation, and process improvement in a Telco-grade environment.
  • Adaptability: Embrace continuous learning and process optimization to tackle complex incidents and drive operational improvements.
  • Collaboration: Foster a collaborative work environment, sharing knowledge and best practices with team members and stakeholders.
  • Customer Focus: Prioritize the availability, performance, and security of Telco-grade systems and applications, ensuring a positive user experience.

Collaboration Style:

  • Cross-Functional Integration: Work closely with Site Reliability Engineering (SRE) and platform teams to ensure the availability, performance, and security of Telco-grade systems and applications.
  • Code Review & Knowledge Sharing: Encourage code review and knowledge sharing practices to maintain high-quality incident resolution processes and automation scripts.
  • Mentoring & Technical Growth: Provide mentoring and technical guidance to Tier I support teams, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: The team culture at TEKsystems emphasizes expertise, adaptability, collaboration, and customer focus, with a strong emphasis on continuous learning and improvement in a dynamic, Telco-grade environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Incident Management: Develop and maintain resolution playbooks and knowledge articles for complex incidents in a Telco-grade environment.
  • Automation & Scripting: Optimize alert response and remediation scripts using automation frameworks (Ansible, Python) and continuous integration/continuous deployment (CI/CD) pipelines.
  • Root Cause Analysis: Identify and address the underlying causes of recurring incidents, driving operational improvements and process optimization.
  • Performance Optimization: Monitor and optimize the performance of Telco-grade systems and applications, ensuring high availability and scalability.

Learning & Development Opportunities:

  • Technical Specialization: Specialize in Site Reliability Engineering (SRE), ITIL service management, or specific Telco-grade systems and applications (Mavenir, Nokia 5G, Cisco ACI).
  • Leadership Development: Develop team management and architecture decision-making skills through mentoring responsibilities, project leadership, or strategic planning contributions.
  • Architecture & Design: Gain experience in designing and implementing scalable, high-availability network architectures and infrastructure solutions.

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities for experienced server administrators seeking to advance their careers in a dynamic, Telco-grade environment.

💡 Interview Preparation

Technical Questions:

  • Incident Management: Describe your experience managing complex incidents in a Telco-grade environment. Walk through a specific incident resolution process, highlighting your problem-solving skills, automation, and documentation techniques.
  • Automation & Scripting: Explain your proficiency in automation frameworks (Ansible, Python) and script development for incident management and resolution processes. Provide examples of your automation workflows and CI/CD pipeline integration.
  • Root Cause Analysis: Discuss your approach to identifying and addressing the underlying causes of recurring incidents. Describe a specific root cause analysis process and the operational improvements you implemented as a result.

Company & Culture Questions:

  • Team Dynamics: Explain how you would foster a collaborative work environment, sharing knowledge and best practices with team members and stakeholders. Describe your experience working with cross-functional teams and driving operational improvements.
  • Process Improvement: Discuss your approach to identifying and driving operational improvements in a dynamic, Telco-grade environment. Describe a specific process improvement initiative you led and the results you achieved.
  • Customer Focus: Explain how you prioritize the availability, performance, and security of Telco-grade systems and applications, ensuring a positive user experience. Describe a specific user experience enhancement you implemented and the impact it had on the organization.

Portfolio Presentation Strategy:

  • Incident Management: Highlight your experience in managing complex incidents, driving automation, and improving processes in a Telco-grade environment. Showcase your ability to create and maintain thorough, well-commented documentation and knowledge articles for incident resolution and automation processes.
  • Automation & Scripting: Demonstrate your proficiency in automation frameworks (Ansible, Python) and script development for incident management and resolution processes. Present your automation workflows and CI/CD pipeline integration, emphasizing the performance optimization and scalability benefits they provide.
  • Root Cause Analysis: Showcase your problem-solving skills and root cause analysis techniques by walking through a specific incident resolution process. Highlight the operational improvements you implemented as a result of your analysis.

📝 Enhancement Note: The interview preparation for this role focuses on incident management, automation, and process improvement skills, with a strong emphasis on problem-solving, adaptability, and continuous learning in a dynamic, Telco-grade environment.

📌 Application Steps

To apply for the NOC - Tier II Support position at TEKsystems:

  1. Resume Optimization: Tailor your resume to highlight your incident management, automation, and process improvement skills. Emphasize your experience with ITIL v3/v4, Red Hat OpenShift (RH OCP), and relevant Telco-grade systems and applications (Mavenir, Nokia 5G, Cisco ACI).
  2. Portfolio Preparation: Prepare a portfolio showcasing your incident resolution processes, automation scripts, and documentation standards. Ensure your portfolio demonstrates your ability to manage complex incidents, drive automation, and improve processes in a Telco-grade environment.
  3. Technical Interview Preparation: Brush up on your incident management, automation, and process improvement skills. Practice problem-solving, root cause analysis, and documentation techniques to excel in the technical assessment and behavioral interview.
  4. Company Research: Familiarize yourself with TEKsystems' company culture, team structure, and development methodologies. Understand the organization's focus on incident management, automation, and process improvement in a dynamic, Telco-grade environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have over 3 years of experience in NOC or IT operations and a strong understanding of ITIL practices. Familiarity with Telco environments and automation frameworks is essential.