Tech-support Specialist

In this role, you’ll become an integral part of the Tier 2 Network Operations Center (NOC), helping maintain the systems and networks that support critical aviation communications. You’ll monitor network performance, troubleshoot technical issues, manage incidents, and work alongside experienced team members to restore services and keep customers connected.

If you’re detail-oriented, technically skilled, customer-focused, and thrive in a fast-paced environment where every shift brings a new challenge, this could be the opportunity for you.

What You’ll Do

As a Tech Support Specialist, your day-to-day responsibilities will include:

• Monitor network management systems and engage telecommunications providers to drive service restoration efforts.
• Track incidents from identification through resolution, ensuring information is accurate and updated promptly within incident management systems.
• Troubleshoot and resolve network, system, and connectivity issues.
• Monitor high-availability IP networks, messaging systems, and air-to-ground data communication equipment.
• Troubleshoot Cisco devices and network performance issues, escalating complex incidents when necessary.
• Respond to technical questions and provide customers and business units with clear guidance and solutions.
• Collaborate with senior team members to resolve moderate to complex issues affecting critical customer services.
• Apply established processes while using sound judgment to minimize outages and prevent widespread service interruptions.
• Support network solution design, configuration, deployment, and maintenance.
• Identify opportunities and develop tools or processes that improve operational efficiency.
• Manage multiple priorities and responsibilities while maintaining exceptional attention to detail.
• Deliver strong, professional customer service in a mission-critical environment.

Expand Your NOC Expertise

Within approximately 4-6 months, you’ll cross-train across three essential NOC functions:

Transport: Monitor the aviation network from core to edge, including routers, switches, firewalls, circuits, and other critical network components.

DataLink: Monitor ground stations, radios, and central processing systems responsible for enabling air-to-ground data communications.

Applications: Monitor central channels connected to routers that support the daily flow of millions of messages., * Work with advanced technology: Gain hands-on experience with enterprise networking, Cisco technologies, high-availability IP networks, and aviation communications systems.

• Grow alongside industry professionals: Collaborate with experienced technical teams while strengthening your troubleshooting and incident-management expertise.
• Join an inclusive environment: Be part of a culture where different perspectives, backgrounds, and ideas help drive innovation and better solutions.
• Help redefine aerospace: Contribute to the reliable technology and communications infrastructure that keeps a rapidly evolving global aviation industry moving.

Nothing is more important than maintaining strong ethical and safety standards. This U.S.-based position requires a background check and drug screen as part of the hiring process.

Ready to Keep Aviation Connected?

To be successful in this role, you’ll need:

• Network+ Certification
• Knowledge of TCP/IP networking protocols
• Knowledge of computer hardware/software interconnection and interfacing
• Understanding of ITIL/ITSM concepts and practices
• Experience troubleshooting Cisco devices
• Experience with HSRP and BGP routing protocols
• Strong customer service and communication skills
• Excellent attention to detail
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced NOC environment
• Ability to work the 11:00 PM-7:30 AM EST overnight shift
• AA/AS degree or other two-year post-high-school training with 1-2 years of relevant experience, OR
• High school diploma/GED with at least 2 years of relevant experience

Preferred Qualifications

Candidates will stand out with:

• CCNA Certification
• Experience or knowledge of:
• Remedy
• Netcool
• Microsoft 365
• ServiceNow, If you’re a networking professional who thrives under pressure, pays close attention to the details, and wants to build your skills in a mission-critical aviation environment, we want to hear from you.

Pay Details: $34.66 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

PDS Tech Commercial is partnering with a global leader in the aviation and aerospace industry to hire a Tech Support Specialist in Annapolis, MD., At PDS Tech Commercial, we’re proud to connect talented professionals with opportunities that help shape the future of aerospace and technology.

In this position, you’ll have the opportunity to:

• Make an impact: Support critical networks and communications technology used within the aviation industry.
• Build valuable expertise: Cross-train across Transport, DataLink, and Applications to expand your NOC skill set.