Monitoring Technical Support Specialist (NOC)

Description

SuperCom (NASDAQ: SPCB) is a trusted name in advanced tracking, identification, and security solutions since 1988. We deliver multi-disciplinary solutions that combine hardware, software, communications, and cloud-based platforms in the fields of secure identity, public safety, and smart monitoring.  

We are seeking a dedicated and detail-oriented Monitoring Technical Support Specialist (NOC) to support our global monitoring operations. In this role, you will be on the front line of system operations, proactively monitoring live dashboards and screen alerts, rapidly responding to system triggers, executing standard operational runbooks, and ensuring maximum uptime and performance across strict SLA timelines. 

Key Responsibilities 

• Continuously monitor live operational screens, dashboards, and alerting systems to detect IoT device, network, or server anomalies in real time.  
• Triage, acknowledge, and take immediate corrective actions on incoming system alerts and automated incident notifications.  
• Execute predefined incident response procedures, operational runbooks, and remediation workflows to resolve issues swiftly.  
• Document incidents, troubleshooting steps, and operational actions accurately within Jira Service Desk and ticketing systems.  
• Monitor production environments to uphold strict SLA response and resolution targets for global clients.  
• Respond promptly to customer inquiries and technical issues, ensuring timely resolution.  
• Maintain clear, real-time incident communication with internal stakeholders and technical account managers.  
• Participate in rotating 24/7 operational shifts, including day, night, weekend, holiday, and on-call coverage. 

Requirements

• 1-2 years of experience in technical support, system monitoring, NOC operations, or a similar technical role.  
• Hands-on experience working with real-time monitoring tools, dashboards, and alerting systems.  
• Experience with ticketing and workflow systems such as Jira Service Desk or similar tools.  
• Strong situational awareness with the ability to maintain composure, multitask, and prioritize alerts during high-volume production events.  
• Willingness and full availability to work in a 24/7 shift rotation, including nights, weekends, and holidays.  
• Excellent written and verbal communication skills in English.  
• Exposure to Tier 3-level troubleshooting – an advantage 
• Previous experience in a SOC (Security Operations Center) - an advantage 
• Solid understanding of SQL querying, APIs, and web services for system validation and basic log analysis - an advantage 
• Familiarity with AWS, IIS, or network protocols (DNS, TCP/IP, REST) -an advantage