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TECHNICAL ENGINEER

Atos -
Aurora, IL

Apply Now

Job Details

Benefits

Opportunities for advancement

Qualifications

Customer communication
Incident management software
Incident management operations support
Customer support ticket management
Ticketing system technical support

Full Job Description

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

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

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.

Apply Now

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