Incident Manager / Tech Support

Job Description

Job Description

Duration: 12+ Months

Shift Timings: 1st shift – 7 am - 03:30 pm EST & 2nd shift – 11 pm - 07:30 am EST

Job Description:

• This role will contribute to the Tier 2 CAS Network Operations Center.
• This position is responsible for the incident management of customers within the CAS Operational environment.
• This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from Collins Aerospace CAS customers and Business Units.

What You will do:

• Monitors network management system and engage telecom providers to drive restoral efforts.
• Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
• Solves systems and network problems/questions with limited scope and complexity.
• Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
• Identifies resolutions of routine technical queries from Collins Aerospace CAS customers and CAS Business Units.
• Takes guidance from other team members or management to resolve fewer routine issues.
• Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving fewer complex issues.
• Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
• Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• Participates in network solutions design and configurations.
• Analyzes issues and provides customers with guidance to resolve problems, this includes great focus and attention to details
• This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

What You will learn:

• Will be trained on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months.
• These positions will be trained one by one from a span of 3 weeks to a month and a half.
• Transport – Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.
• DataLink – Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.
• Applications – Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

Education & Experience:

• Typically requires an AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience OR
• HS Diploma/GED with 2 years of experience
• Candidates must be US Citizen

Qualifications you must have:

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• CCNA or Security+ certification or equivalent or taking courses
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• Prior Customer Service experience
• Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
• Experience troubleshooting Cisco devices.
• Experience with HSRP/BGP routing protocols.

Skills we value:

• Efficient at Multitasking, this includes taking on multiple responsibilities, prioritizing, and delegating.

22nd Century Technologies, Inc. (TSCTI) is one of the fastest-growing IT Services Integrators and Workforce Solutions providers in the United States. Founded in 1997, TSCTI is a Certified National Minority Business Enterprise (MBE) with a workforce of 6,000+ professionals, including 600+ Cybersecurity Subject Matter Experts (SMEs), delivering mission-critical solutions across all 50 U.S. states, Canada, and Mexico.

Headquartered in Princeton, NJ, and McLean, VA, with 14 regional offices nationwide, TSCTI provides comprehensive solutions in Digital Transformation, Artificial Intelligence (AI), Cybersecurity, Cloud Computing, IT Infrastructure, Enterprise Modernization, DevSecOps, Managed Services, Workforce Solutions, and Healthcare Staffing. We are a trusted partner to Federal, State, Local, Education (SLED), Healthcare, and Commercial organizations, delivering innovative technology and talent solutions that enable our clients to achieve their strategic objectives.

As one of the nation's leading Healthcare Workforce Solutions providers, TSCTI supports federal healthcare systems, Veterans Affairs (VA) Medical Centers, state and local healthcare agencies, hospitals, clinics, laboratories, long-term care facilities, and commercial healthcare organizations. We recruit and place highly qualified healthcare professionals across a wide range of specialties, including physicians, advanced practice providers, registered nurses, allied health professionals, behavioral health specialists, laboratory personnel, pharmacy professionals, and healthcare administrative staff. Our healthcare solutions ensure continuity of care while maintaining the highest standards of clinical excellence and regulatory compliance.

With a strong commitment to quality and compliance, TSCTI operates through CMMI Level 3 (Development & Services) and ISO 9001, ISO 20000, and ISO 27001 certified processes, ensuring consistent service excellence, operational maturity, and information security. Today, we proudly support 14 of the 15 Federal Executive Departments, 37 Federal agencies, 50 State governments, 115+ Local agencies, 37 School Districts, numerous healthcare organizations, and 80+ Fortune 500 and commercial clients.

TSCTI has earned numerous industry recognitions, including being named among Forbes America's Best Large Employers, Forbes Best Employers for Veterans, Forbes Best Employers for Tech Workers, Newsweek's America's Greatest Workplaces for Diversity, and a 13-time Inc. 5000 honoree. The company has also been recognized by the Washington Business Journal as one of the Best Places to Work and continues to expand its capabilities through strategic innovation, acquisitions, and investments in emerging technologies.

At TSCTI, our people are our greatest strength. We are committed to fostering an inclusive, collaborative, and growth-oriented workplace where innovation thrives and careers flourish. Whether delivering cutting-edge technology solutions or connecting exceptional talent with meaningful careers, we consistently exceed our clients' expectations while empowering our employees to succeed.

Equal Opportunity Employer

22nd Century Technologies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Company Description

22nd Century Technologies, Inc. (TSCTI) is one of the fastest-growing IT Services Integrators and Workforce Solutions providers in the United States. Founded in 1997, TSCTI is a Certified National Minority Business Enterprise (MBE) with a workforce of 6,000+ professionals, including 600+ Cybersecurity Subject Matter Experts (SMEs), delivering mission-critical solutions across all 50 U.S. states, Canada, and Mexico.\r\n\r\nHeadquartered in Princeton, NJ, and McLean, VA, with 14 regional offices nationwide, TSCTI provides comprehensive solutions in Digital Transformation, Artificial Intelligence (AI), Cybersecurity, Cloud Computing, IT Infrastructure, Enterprise Modernization, DevSecOps, Managed Services, Workforce Solutions, and Healthcare Staffing. We are a trusted partner to Federal, State, Local, Education (SLED), Healthcare, and Commercial organizations, delivering innovative technology and talent solutions that enable our clients to achieve their strategic objectives.\r\n\r\nAs one of the nation's leading Healthcare Workforce Solutions providers, TSCTI supports federal healthcare systems, Veterans Affairs (VA) Medical Centers, state and local healthcare agencies, hospitals, clinics, laboratories, long-term care facilities, and commercial healthcare organizations. We recruit and place highly qualified healthcare professionals across a wide range of specialties, including physicians, advanced practice providers, registered nurses, allied health professionals, behavioral health specialists, laboratory personnel, pharmacy professionals, and healthcare administrative staff. Our healthcare solutions ensure continuity of care while maintaining the highest standards of clinical excellence and regulatory compliance.\r\n\r\nWith a strong commitment to quality and compliance, TSCTI operates through CMMI Level 3 (Development & Services) and ISO 9001, ISO 20000, and ISO 27001 certified processes, ensuring consistent service excellence, operational maturity, and information security. Today, we proudly support 14 of the 15 Federal Executive Departments, 37 Federal agencies, 50 State governments, 115+ Local agencies, 37 School Districts, numerous healthcare organizations, and 80+ Fortune 500 and commercial clients.\r\n\r\nTSCTI has earned numerous industry recognitions, including being named among Forbes America's Best Large Employers, Forbes Best Employers for Veterans, Forbes Best Employers for Tech Workers, Newsweek's America's Greatest Workplaces for Diversity, and a 13-time Inc. 5000 honoree. The company has also been recognized by the Washington Business Journal as one of the Best Places to Work and continues to expand its capabilities through strategic innovation, acquisitions, and investments in emerging technologies.\r\n\r\nAt TSCTI, our people are our greatest strength. We are committed to fostering an inclusive, collaborative, and growth-oriented workplace where innovation thrives and careers flourish. Whether delivering cutting-edge technology solutions or connecting exceptional talent with meaningful careers, we consistently exceed our clients' expectations while empowering our employees to succeed.\r\n\r\nEqual Opportunity Employer\r\n\r\n22nd Century Technologies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.