Tech Support - Incident Manager

Keep Global Aviation Connected: Join Our Team as a Tech Support - Incident Manager

Are you a skilled technical professional who thrives under pressure, enjoys solving complex network issues, and wants to play a critical role in aviation communications? PDS Tech Commercial is partnering with a leader in the aviation industry to hire a Tech Support - Incident Manager who will help ensure the continuous operation of mission-critical networks and systems that support aviation operations around the world.

Position Details

Job Title: Tech Support - Incident Manager (Tier 2)
Job Type: Full-Time Consultant (12-Month Contract)
Location: Annapolis, MD
Schedule: Monday-Friday | First Shift | 7:00 AM - 3:30 PM EST
Pay Rate: $34.66 per hour

Make an Impact

As a Tech Support - Incident Manager, you'll serve as a key member of a Network Operations Center (NOC) team responsible for monitoring, diagnosing, and resolving incidents across complex communication and network environments. Your work will directly support system availability, customer satisfaction, and the reliable flow of critical aviation communications.

This is an excellent opportunity for a networking professional who enjoys troubleshooting, collaborating across teams, and making a real difference in a fast-paced, high-availability operations environment.

What You'll Do

As part of the Tier 2 Incident Management team, you will:

• Monitor network management systems and proactively identify service disruptions.
• Coordinate with telecommunications providers to drive service restoration efforts.
• Track, document, and update incident details accurately within incident management tools.
• Diagnose and resolve network, system, and connectivity issues with limited to moderate complexity.
• Support high-availability IP networks, messaging systems, and air-to-ground communications infrastructure.
• Analyze technical issues and provide customers with timely guidance and resolution updates.
• Monitor system performance and troubleshoot network-related incidents.
• Escalate issues appropriately while collaborating with senior team members on complex outages.
• Participate in network solution design, deployment, configuration, and maintenance activities.
• Develop and improve operational tools and processes to enhance efficiency.
• Apply established procedures and best practices to maintain service continuity.
• Balance multiple priorities while maintaining strong attention to detail and customer focus.

Training & Growth Opportunities

You'll receive comprehensive training across three critical Network Operations Center functions:

Transport

• Monitor core and edge network infrastructure, including routers, switches, firewalls, and circuits.

DataLink

• Support ground stations, radio systems, and processing networks that enable air-to-ground communications.

Applications

• Monitor messaging platforms and communication channels responsible for the daily transmission of millions of messages.

This structured training program provides exposure to multiple network operations disciplines and offers valuable professional growth opportunities.

Required Qualifications

• Associate degree (AA/AS) and 6 years of relevant experience, or equivalent combination of education and experience.
• High School Diploma or GED with relevant technical experience.
• CCNA, Security , equivalent certification, or currently pursuing certification coursework.
• Prior customer service experience.
• Knowledge of TCP/IP networking protocols.
• Understanding of computer hardware, software interconnection, and networking fundamentals.
• Experience troubleshooting Cisco networking devices.
• Experience working with HSRP and BGP routing protocols.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience working in a Network Operations Center (NOC) environment.
• Background supporting mission-critical communications systems.
• Experience with incident management tools and processes.
• Familiarity with network monitoring platforms.
• Ability to prioritize and manage multiple incidents simultaneously.
• Demonstrated success working in a fast-paced operational environment.
• Experience supporting high-availability enterprise networks.

Why Join PDS Tech Commercial?

At PDS Tech Commercial, we connect talented professionals with opportunities that help power innovation across the aviation industry. When you join our team, you'll benefit from:

• Competitive pay at $34.66 per hour
• First-shift schedule for greater work-life balance
• Exposure to advanced networking and communications technologies
• Comprehensive cross-training within a world-class operations environment
• Opportunities to expand your expertise in transport, datalink, and application support systems
• A collaborative culture that values innovation, accountability, and continuous learning
• The chance to support technology that helps keep the aviation industry connected and operational

Take the Next Step in Your Technology Career

If you're passionate about network operations, incident management, and delivering exceptional technical support, this is your opportunity to make a meaningful impact in the aviation industry.

Apply today with PDS Tech Commercial and help ensure the reliability of the critical systems that keep aviation communications moving around the globe.

This position requires use of information or access to facilities subject to the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). These regulations may limit access of controlled technologies: 1) to U.S. Persons, including U.S. Citizens, lawful permanent residents, and other narrow categories including refugees and asylees, or 2) to certain foreign nationals that have received an export license.                                               
 

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

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.