Junior Network Operations Center (NOC) Analyst – Next Generation 911 (NG911)

Atos Public Safety

About the Role

Atos Public Safety delivers mission-critical solutions that support emergency response agencies across the country. As a trusted partner, we provide a comprehensive portfolio of research, consulting, technology solutions, and managed services designed to help public safety organizations operate effectively under the most demanding conditions.

We are seeking a Junior NOC Analyst to join our Next Generation 911 (NG911) operations team. In this role, you will serve as the first line of support for incident management, service requests, and customer communications in a 24x7 mission-critical environment. This is an excellent entry point into public safety technology with clear pathways for technical and leadership growth.

Key Responsibilities

Service Desk & Incident Intake

• Act as the first point of contact for NG911 incidents, service requests, and customer inquiries
• Log, categorize, and prioritize tickets in ITSM tools (e.g., ServiceNow)
• Accurately capture incident details including symptoms, business impact, and urgency
• Maintain clear, complete, and professional documentation of all interactions

Incident Triage & Escalation

• Perform initial triage using standard operating procedures (SOPs) and knowledge articles
• Assess incident severity, with focus on PSAP (Public Safety Answering Point) impact
• Escalate issues to L2/L3 NOC teams, engineering, or external vendors as required
• Support Major Incident Management (MIM) processes and bridge calls

Customer Communication

• Provide timely updates to internal stakeholders and customers during active incidents
• Communicate clearly and professionally, especially during high-severity events
• Manage expectations and ensure adherence to SLA response and notification timelines
• Assist with outage notifications and status reporting

Operational Coordination

• Collaborate with cross-functional teams (network, voice, applications, vendors)
• Track ticket progress and ensure timely resolution and closure
• Support shift handovers with accurate status updates and summaries

Knowledge & Process Support

• Utilize knowledge bases, runbooks, and Standard Operating Aids (SOAs)
• Identify documentation gaps and contribute to process improvements
• Support adherence to ITIL processes (Incident, Problem, and Change Management)

Required Qualifications

• Associate’s degree or equivalent experience in:
  • Information Technology
  • Telecommunications or related field
• Basic understanding of:
  • IT service desk operations
  • Incident management and ticketing systems
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Willingness to work in a 24x7 shift-based model, including nights, weekends, and holidays

Shift Structure

• 12-hour shifts (4 days on / 4 days off)
  • Day Shift: 8:00 AM – 8:00 PM (EST)
  • Night Shift: 8:00 PM – 8:00 AM (EST)

Preferred Qualifications

• Exposure to NG911, public safety, or emergency services environments
• Experience with ServiceNow or similar ITSM platforms
• Basic knowledge of:
  • Networking fundamentals (IP, TCP/IP)
  • Voice/VoIP systems
• Familiarity with ITIL framework or service management practices

Key Competencies

• Strong customer service mindset
• Attention to detail in documentation and communication
• Ability to remain calm under pressure in critical incident scenarios
• Effective organization and time management
• Collaborative, team-oriented approach with a willingness to learn

Career Growth Opportunities

This role offers a clear progression path into:

• NG911 NOC Analyst (L1/L2)
• Service Desk Lead / Shift Coordinator
• Specialized tracks in Network, Voice, or Systems Engineering

Why Join Atos Public Safety?

• Work on mission-critical systems that directly support emergency services
• Gain exposure to cutting-edge Next Generation 911 technology
• Strong learning environment with defined career progression
• Collaborative, high-impact team supporting public safety operations