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Terms: Fulltime, onsite position.
About Chartis Federal
Chartis Federal is a premier systems engineering and integration firm specializing in mission-critical IT and communications solutions for law enforcement, homeland security, and defense. As a trusted prime contractor with over $160 million in task order awards, we operate across 22 states and support essential government missions worldwide.Our commitment to excellence has fueled our year-over-year growth, earning us recognition twice as a Washington Technology FAST 50 company and securing a place on the Inc.
5000 list for five consecutive years. At Chartis Federal, our mission is clear: keeping heroes safe and connected—on the battlefield, on the border, and in our backyards.
Position Overview
The Tier 1 Network Support Lead is responsible for leading a team of Tier 1 Network Operations Center (NOC) technicians in a 24/7 environment. This role ensures efficient monitoring, troubleshooting, and resolution of network issues by coordinating task assignments, providing technical guidance, escalating complex problems to higher-tier support, and maintaining operational efficiency. Playing a critical role in maintaining network stability and delivering exceptional support to customers. The Lead also supports Tier 2 and Tier 3 services, contributing to network performance monitoring, analysis and optimization. This position requires a strong blend of technical knowledge, leadership skills, and effective communication to ensure both high-quality service delivery and team success.
Duties and Responsibilities
- Supervise and coordinate the activities of Tier 1 NOC technicians during assigned shifts.
- Support technicians in Tier 2 and Tier 3 services to ensure timely escalation and resolution of complex incidents.
- Monitor network systems and infrastructure for performance, availability, and security issues.
- Provide first-level troubleshooting and support for network incidents and escalate unresolved issues to higher-tier teams as necessary.
- Conduct ongoing network performance and analysis support.
- Assign and prioritize tasks within the team to ensure efficient and timely issue resolution.
- Serve as the primary point of contact for escalations during the shift.
- Document incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
- Mentor and train Tier 1 technicians, fostering skill development and team growth.
- Ensure adherence to established processes, procedures, and service level agreements (SLAs).
- Collaborate with other technical teams and management to improve network operations and support processes.
- Prepare shift turnover reports and maintain continuity of operations across shifts.
Requirements
- Bachelor’s degree in a related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking, or Telecommunications (or equivalent experience).
- A minimum of five (5) years of relevant experience in Tier 1 network support operations within an enterprise or NOC environment.
- Strong understanding of network fundamentals, including TCP/IP, routing protocols, network topology, and basic troubleshooting techniques.
- Hands-on experience with network monitoring tools and ticketing systems.
- Excellent problem-solving and analytical skills to identify and resolve network issues efficiently.
- Effective communication skills for interacting with customers, technical teams, and management.
Preferred
- Relevant certifications such as ITIL v3, CompTIA, or Cisco CCNA.
- Experience supporting Tier 2 and Tier 3 operations and collaborating across multi-tier support environments.
- Strong organizational and leadership skills with the ability to coordinate shift operations in a 24/7 setting.
Why Join Chartis Federal?
We offer a competitive compensation and benefits package, including:
- Comprehensive health insurance (medical, dental, vision)
- Retirement plans with company contributions
- Professional development opportunities and career growth support
- A dynamic and collaborative work environment where your contributions are valued
At Chartis Federal, we believe in fostering a culture of excellence, integrity, and innovation while supporting critical national security missions. Join us in shaping the future of government contracting and national security solutions.Chartis Federal is an Equal Opportunity Employer and employs qualified individuals regardless of race, religion, color, sex, national origin, age, disability, or any other classification proscribed under applicable law. We participate in E-Verify.
