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
Mission Statement
Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.
Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.
Vision Statement
At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.
Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.
Careers
STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.
STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.
STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
- Opportunities to work with leading multinational clients.
- A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
- Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
- A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.