Overview
On Site
USD 26.00 - 26.00 per hour
Full Time
Skills
Mentorship
Management
Network
Reliability Engineering
FOCUS
NOC
IT Operations
Continuous Integration
Continuous Delivery
Workflow
Communication
Adaptability
Process Optimization
Root Cause Analysis
Risk Assessment
Scripting
Lifecycle Management
Continuous Improvement
Budget
Incident Management
Problem Management
Change Management
ITIL
IT Service Management
Configuration Management Database
ServiceNow
Ansible
Python
Red Hat Linux
OCP
Telco
Nokia
Cisco
Grafana
Splunk
Slack
KPI
MEAN Stack
Tier 2
Tier 1
Documentation
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
Description
The Tier 2 NOC Support Engineer is a technical escalation point and mentor for Tier 1 support. This role is responsible for managing more complex incidents, overseeing root cause analysis, and proactively improving the health and automation of the network environment. You will collaborate with Site Reliability Engineering (SRE) and platform teams to ensure availability, performance, and security of Telco-grade systems and applications such as Mavenir IMS, Nokia 5G, and Cisco ACI. The team will primarily focus on the more complex tasks and the enablement of the Tier 1 support team.
Required Qualifications
3+ years in a NOC, IT operations, or infrastructure support role.
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.
Core 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.
Skills
Incident management, problem management, change management, ITIL, monitoring tools, Ansible, Python, ServiceNow, AIOPS, Red Hat OCP
Additional Skills & Qualifications
Tools & Platforms
ServiceNow ITSM (Incident, Change, Problem, CMDB)
ServiceNow AIOps
Ansible, Python
Red Hat OpenShift (RH OCP)
Telco apps: Mavenir IMS, Nokia 5G Core, Cisco ACI
Monitoring tools (Prometheus, Grafana, Splunk)
Collaboration tools (Slack, MS Teams, Zoom)
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
Pay and Benefits
The pay range for this position is $26.00 - $26.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
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)
Workplace Type
This is a fully onsite position in Frisco,TX.
Application Deadline
This position is anticipated to close on Jun 30, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company 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.
The Tier 2 NOC Support Engineer is a technical escalation point and mentor for Tier 1 support. This role is responsible for managing more complex incidents, overseeing root cause analysis, and proactively improving the health and automation of the network environment. You will collaborate with Site Reliability Engineering (SRE) and platform teams to ensure availability, performance, and security of Telco-grade systems and applications such as Mavenir IMS, Nokia 5G, and Cisco ACI. The team will primarily focus on the more complex tasks and the enablement of the Tier 1 support team.
Required Qualifications
3+ years in a NOC, IT operations, or infrastructure support role.
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.
Core 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.
Skills
Incident management, problem management, change management, ITIL, monitoring tools, Ansible, Python, ServiceNow, AIOPS, Red Hat OCP
Additional Skills & Qualifications
Tools & Platforms
ServiceNow ITSM (Incident, Change, Problem, CMDB)
ServiceNow AIOps
Ansible, Python
Red Hat OpenShift (RH OCP)
Telco apps: Mavenir IMS, Nokia 5G Core, Cisco ACI
Monitoring tools (Prometheus, Grafana, Splunk)
Collaboration tools (Slack, MS Teams, Zoom)
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
Pay and Benefits
The pay range for this position is $26.00 - $26.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
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)
Workplace Type
This is a fully onsite position in Frisco,TX.
Application Deadline
This position is anticipated to close on Jun 30, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.