Senior Level 2 Support / NOC Technical Lead

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