Customer Service Support Specialist

Provide customer service support for NAOVI's technology services operations Support 24x7x365 Network Operations Center and Cyber Security Operations Center services Monitor enterprise networks, infrastructure, and cybersecurity environments using agency tools Monitor Microsoft Sentinel alerts and investigate data using KQL Monitor Azure environments, including Azure Government Cloud, Azure Virtual Desktop, Monitor/Log Analytics, VMs, Resource Health, and basic networking Identify issues and perform initial troubleshooting for outages, connectivity, packet loss/latency, and CPU/memory problems Perform network security modeling, mapping, exposure analysis, and network-path analysis Work with telecommunications carriers, ISPs, cloud providers, OEM vendors, managed service providers, and other third parties Provide incident response, cyber defense, operational engineering support, problem management, and continuous service improvement Maintain secure, highly available enterprise infrastructure and ensure its availability, security, performance, and operational integrity Provide monthly application metric data, including service requests, incidents, and calls per application, using agency reporting tools Support enterprise LAN, WAN, campus network infrastructure, virtualization platforms, Windows Server infrastructure, and enterprise monitoring systems Track scheduled maintenance windows and change activities Execute work schedules and coordinate required planning, approvals, negotiations, and contract requirements Requirements Must be a U.S. citizen Must currently possess an active TS/SCI clearance with full-scope polygraph No clearance sponsorship available Demonstrated experience with Microsoft Sentinel and Microsoft Azure Demonstrated experience understanding enterprise network and infrastructure monitoring tools Demonstrated experience identifying issues and performing initial troubleshooting Demonstrated experience with network security modeling, mapping, exposure-analysis, or network-path analysis tools Demonstrated experience working with telecommunications carriers, ISPs, cloud providers, OEM vendors, managed service providers, or other third-party service providers Experience leading or managing personnel in a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment Progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines Experience supporting a NOC, SOC/CSOC, enterprise IT operations center, or comparable technical operations environment Significant experience with Microsoft Sentinel, including alert monitoring, KQL log queries, entity analysis, runbooks, or escalation Significant experience with Azure portal navigation, Monitor/Log Analytics, VMs, Resource Health, or basic networking Significant experience with TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN Significant experience troubleshooting outages, connectivity, packet loss/latency, or CPU/memory issues Experience with topology, paths, assets, segmentation, or vulnerability tools Experience using Kusto Query Language (KQL) Experience providing 24x7x365 NOC and CSOC services Experience maintaining secure and highly available enterprise environments Experience with incident response, cyber defense, operational engineering support, problem management, and continuous service improvement Experience providing monthly application metrics using agency reporting tools Experience supporting enterprise LAN, WAN, and campus network infrastructure Experience with Microsoft Azure Government Cloud, Azure Virtual Desktop, RedSeal, Microsoft Sentinel, VMware, Hyper-V, Microsoft Windows Server, and enterprise monitoring and alerting systems Experience working continuously on a 24-hour-per-day, 7-day-per-week, 365-day-per-year basis Experience executing work schedules and completing planning, coordination, approvals, negotiations, and contract requirements on time Experience monitoring scheduled maintenance windows and change activities Core Competencies Demonstrates expertise in monitoring and managing enterprise networks and cybersecurity environments, with a strong focus on Microsoft Sentinel and Azure technologies. Proven ability to perform troubleshooting, incident response, and maintain secure, highly available infrastructure in a 24x7 operations environment. Highest-signal resume keywords Microsoft Sentinel Monitoring Azure Environment Management Network Security Modeling Incident Response and Cyber Defense 24x7 Network Operations Center Support ATS Optimization Keywords Hard Skills Kusto Query Language (KQL) TCP/IP DNS/DHCP VLANs Routing Firewalls VPNs LAN/WAN Network Troubleshooting Enterprise IT Operations Soft Skills Problem Management Continuous Service Improvement Coordination and Planning Certifications & Qualifications TS/SCI Clearance with Full-Scope Polygraph Industry Keywords Network Operations Center Cyber Security Operations Center Telecommunications Carriers Managed Service Providers Cloud Providers Tools & Technologies Microsoft Azure Government Cloud Azure Virtual Desktop Monitor/Log Analytics VMware Hyper-V Windows Server Enterprise Monitoring Systems #J-18808-Ljbffr