Junior Network Operations Center (NOC) Analyst

Atosis the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.About Atos GroupAtos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. 7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.Junior Network Operations Center (NOC) AnalystAtos Public SafetyAbout the RoleAtos 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 ResponsibilitiesService 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 interactionsIncident 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 callsCustomer 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 reportingOperational 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 summariesKnowledge & 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 * Inc