NOC Analyst

JOB OVERVIEWReporting to the NOC Manager The Tier 1 NOC Analyst serves as the first point of contact for monitoring incident response and operational support within the Network Operations Centre. This role is responsible for proactively monitoring customer environments responding to alerts performing initial troubleshooting and escalating complex issues to senior technical teams when successful candidate will help ensure the availability performance and reliability of customer infrastructure while delivering exceptional service and maintaining accurate documentation. Responsibilities align with NOC functions such as monitoring customer environments alert management incident response customer onboarding support network documentation and coordination with technical RESPONSIBILITIESMonitoring and Alert ManagementMonitor customer networks servers cloud services security devices and to system-generated alerts from monitoring and validate alerts to determine business potential issues before they become service-affecting unresolved or critical issues according to established ResponseRespond to infrastructure outages performance degradations and service initial troubleshooting and update and manage incident troubleshooting activities and resolution with internal technical teams to restore OperationsMonitor WAN LAN wireless VPN and internet connectivity operational status of routers switches firewalls and wireless routine maintenance windows and change with network device onboarding and monitoring SupportCommunicate with customers regarding incidents and service timely updates on ticket status and resolution a professional and customer-focused approach in all customer onboarding activities and operational readiness accurate incident records and operational network documentation asset information and topology and maintain knowledge base articles and standard operating all work performed is properly documented within ticketing ImprovementIdentify recurring issues and recommend with monitoring platform in team training and knowledge-sharing operational reporting and service improvement responsibilities as EDUCATION & EXPERIENCEDiploma or Certificate in Information Technology Computer Systems Technology Network Administration or a related discipline.1-2 years of experience in IT support MSP Network Administration or NOC with LogicMonitorPROFESSIONAL CERTIFICATIONS (CONSIDERED AN ASSET)CompTIA NetworkCisco CCNAPalo Alto PCSNAFortiNet NSEKNOWLEDGE SKILLS & ABILITIESBasic understanding of:TCP/IP networkingRouting and switching fundamentalsDNS and DHCPVPN technologiesMicrosoft Windows operating systemsMicrosoft 365Firewalls and network security conceptsCloud technologies such as Microsoft AzureIT service management processesCore CompetenciesStrong troubleshooting and analytical skillsExcellent customer service skillsEffective verbal and written communicationAbility to follow documented proceduresStrong attention to detailAbility to prioritize and manage multiple tasksTeam-oriented mindsetWillingness to learn and develop technical skillsWORKING CONDITIONSMust be able to obtain and maintain a clear criminal record checkPhysically able to perform all listed job dutiesWork performed primarily in an office environmentManual dexterity required to use desktop computer and telephoneOn Call/Shiftwork as required to provide after-hour client supportParticipation in a 24x7 shift weekend and holiday coverage may be and procedures described or implied in the job profile may be altered to accommodate employees.