📍 Job Overview

Job Title: Tier 2 Technical Support Analyst / NOC Technician
Company: TEKsystems
Location: Overland Park, Kansas, United States
Job Type: On-site
Category: Technical Support & NOC
Date Posted: 2025-08-09
Experience Level: Intermediate (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Manage complex incidents, oversee root cause analysis, improve network health and automation, collaborate with SRE and platform teams to ensure system availability, performance, and security.
Key Skills: Network monitoring, ITIL, incident/problem/change management, Red Hat OpenShift, automation frameworks, Telco environments, troubleshooting, communication.

📝 Enhancement Note: This role requires a strong technical background in network support and IT operations, with a focus on incident management and process improvement.

💻 Primary Responsibilities

Incident Management: Manage complex incidents and troubleshoot issues to resolution.
Root Cause Analysis: Investigate the root cause of incidents and propose solutions to prevent recurrence.
Network Health & Automation: Proactively improve the health and automation of the network environment.
Collaboration: Work with SRE and platform teams to ensure system availability, performance, and security.
Process Optimization: Continuously improve incident management processes and workflows.

📝 Enhancement Note: The candidate should have a proven track record of managing complex incidents and driving process improvements in a NOC or IT operations environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, 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 automation frameworks and Telco environments is required.

Required Skills:

Network monitoring of 5G
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 and Red Hat OpenShift administration
Familiarity with other automation tools and scripting languages
Knowledge of ITIL best practices and IT service management principles

📝 Enhancement Note: The ideal candidate will have a strong background in IT operations, with experience in incident management, automation, and process improvement. Familiarity with Telco environments and applications is a significant plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in network monitoring, incident management, and process improvement.
Showcase problem-solving skills and ability to manage complex incidents.
Highlight experience with automation frameworks and scripting languages.

Technical Documentation:

Document incident management processes and workflows.
Provide examples of root cause analysis and problem-solving approaches.
Demonstrate understanding of ITIL principles and best practices.

📝 Enhancement Note: The candidate's portfolio should emphasize their experience in incident management, process improvement, and automation. Examples of root cause analysis and problem-solving approaches are essential.

💵 Compensation & Benefits

Salary Range: $17.00 - $26.00 per hour. This range is based on regional market rates for intermediate-level technical support roles in the Overland Park, Kansas area.

Benefits:

Medical, dental, and vision insurance
Critical Illness, Accident, and Hospital insurance
401(k) Retirement Plan
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: 40 hours per week, with the possibility of on-call rotations for incident management.

📝 Enhancement Note: The salary range is based on regional market data for intermediate-level technical support roles in the Overland Park, Kansas area. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

🎯 Team & Company Context

Company Culture: TEKsystems is a leading provider of business and technology services, focusing on strategy, design, execution, and operations. They work with over 6,000 customers, including 80% of the Fortune 500, across North America, Europe, and Asia.

Team Structure:

The NOC team consists of Tier 1 and Tier 2 support analysts, working together to manage incidents and ensure system availability.
The candidate will collaborate with SRE and platform teams to improve network health and automation.

Development Methodology:

The team follows ITIL v3/v4 principles for incident, problem, and change management.
Automation and process improvement are key aspects of the team's approach to network management.

Company Website: TEKsystems

📝 Enhancement Note: TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate (Tier 2) Technical Support Analyst / NOC Technician. This role involves managing complex incidents, overseeing root cause analysis, and driving process improvements in a NOC environment.

Reporting Structure: The candidate will report to the NOC Manager and collaborate with SRE and platform teams.

Technical Impact: The candidate will have a significant impact on system availability, performance, and security by managing complex incidents and driving process improvements in the network environment.

Growth Opportunities:

Technical Growth: Expand knowledge of network monitoring, automation, and process improvement techniques.
Leadership Growth: Develop leadership skills by mentoring Tier 1 support analysts and driving team initiatives.
Architecture Decisions: Contribute to architectural decisions related to network design and automation.

📝 Enhancement Note: The candidate's growth opportunities will focus on technical skill development, leadership, and architecture decision-making within the NOC environment.

🌐 Work Environment

Office Type: On-site in Overland Park, Kansas.

Office Location(s): 8100 W 171st St, Overland Park, KS 66013, United States

Workspace Context:

The workspace is a collaborative environment with multiple monitors and testing devices available for network support and incident management.
The team interacts regularly to share knowledge and troubleshoot complex incidents.

Work Schedule: The candidate will work a standard 40-hour workweek, with the possibility of on-call rotations for incident management.

📝 Enhancement Note: The candidate should be prepared to work on-call rotations for incident management, as needed.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Discuss incident management experience, ITIL knowledge, and automation skills.
Technical Assessment: Demonstrate problem-solving skills, incident management experience, and automation proficiency through a hands-on assessment.
Behavioral Interview: Assess communication skills, adaptability, and commitment to continuous improvement.
Final Interview: Discuss career goals, technical fit, and cultural alignment.

Portfolio Review Tips:

Highlight experience in incident management, process improvement, and automation.
Provide examples of root cause analysis and problem-solving approaches.
Demonstrate understanding of ITIL principles and best practices.

Technical Challenge Preparation:

Brush up on incident management techniques, automation frameworks, and scripting languages.
Prepare for hands-on assessments related to network monitoring, incident management, and automation.

ATS Keywords: Network monitoring, ITIL, incident management, change management, automation, Red Hat OpenShift, Python, Ansible, CI/CD, Telco environments, troubleshooting, communication.

📝 Enhancement Note: The candidate should focus on demonstrating their incident management experience, automation skills, and problem-solving abilities throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Network Monitoring Tools:

Familiarity with network monitoring tools for 5G environments.
Experience with automation frameworks (Ansible, Python scripting, CI/CD workflows).

IT Service Management Platform:

Proficiency with ServiceNow for incident, problem, and change management.

Server & Infrastructure Technologies:

Working knowledge of Red Hat OpenShift (RH OCP) and Telco environments (Mavenir, Nokia 5G, Cisco ACI).

📝 Enhancement Note: The candidate should have experience with network monitoring tools, automation frameworks, and IT service management platforms relevant to the NOC environment.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer needs and ensure high system availability and performance.
Continuous Improvement: Drive process improvements and automation to enhance network management.
Collaboration: Work closely with SRE and platform teams to ensure system availability, performance, and security.
Expertise: Demonstrate deep technical knowledge in network monitoring, incident management, and automation.

Collaboration Style:

Cross-functional Collaboration: Work closely with SRE and platform teams to ensure system availability, performance, and security.
Code Review Culture: Collaborate with team members to share knowledge and troubleshoot complex incidents.
Knowledge Sharing: Regularly share knowledge and best practices with the team to enhance network management capabilities.

📝 Enhancement Note: The candidate should align with the team's values of customer focus, continuous improvement, collaboration, and expertise in network management.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Manage complex incidents and troubleshoot issues in a dynamic network environment.
Drive process improvements and automation to enhance network management.
Collaborate with SRE and platform teams to ensure system availability, performance, and security.

Learning & Development Opportunities:

Technical Skill Development: Expand knowledge of network monitoring, automation, and process improvement techniques.
Conference Attendance: Attend industry conferences and events focused on network management and IT operations.
Technical Mentorship: Provide mentorship to Tier 1 support analysts and contribute to team knowledge sharing initiatives.

📝 Enhancement Note: The candidate should embrace the technical challenges and learning opportunities presented by the dynamic NOC environment to drive continuous improvement and growth.

💡 Interview Preparation

Technical Questions:

Network Monitoring: Describe your experience with network monitoring tools and techniques for 5G environments.
Incident Management: Walk through a complex incident you've managed and discuss your approach to root cause analysis and resolution.
Automation: Explain your experience with automation frameworks (Ansible, Python scripting, CI/CD workflows) and how you've used them to improve network management processes.

Company & Culture Questions:

Team Dynamics: Describe your experience working in a collaborative team environment and how you've contributed to knowledge sharing and best practice development.
ITIL Principles: Discuss your understanding of ITIL principles and how you've applied them in a NOC or IT operations environment.
Customer Focus: Explain how you prioritize customer needs and ensure high system availability and performance in your network management approach.

Portfolio Presentation Strategy:

Incident Management: Highlight your experience in incident management, process improvement, and automation through case studies and hands-on demonstrations.
Root Cause Analysis: Provide examples of root cause analysis and problem-solving approaches to demonstrate your technical proficiency.
ITIL Principles: Showcase your understanding of ITIL principles and best practices through your portfolio and interview responses.

📝 Enhancement Note: The candidate should focus on demonstrating their incident management experience, automation skills, and problem-solving abilities throughout the interview process, with a strong emphasis on customer focus and ITIL principles.

📌 Application Steps

To apply for this Tier 2 Technical Support Analyst / NOC Technician position:

Resume Optimization: Highlight your incident management experience, automation skills, and problem-solving abilities. Include relevant keywords such as network monitoring, ITIL, incident management, and automation.
Portfolio Customization: Showcase your experience in incident management, process improvement, and automation through case studies and hands-on demonstrations. Include examples of root cause analysis and problem-solving approaches.
Technical Interview Preparation: Brush up on incident management techniques, automation frameworks, and scripting languages. Prepare for hands-on assessments related to network monitoring, incident management, and automation.
Company Research: Research TEKsystems' company culture, ITIL principles, and network management best practices to ensure a strong cultural fit and technical alignment.

⚠️ 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.

Tier 2 Technical Support Analyst / NOC Technician