NOC Analyst

Key Responsibilities

• Monitor customer network and IT infrastructure
• Incident management via ITIL based ITSM (ServiceNow)
• Answer phone calls from select client contacts to open new or check status of existing incidents
• Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
• Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
  • Server – Windows/Unix/Linux
  • Backup/Replication
  • Cloud
  • Exchange/O365 server issues
• Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
• Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
• Performs analysis of event management system alerts to ensure devices are tuned properly
• Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
• Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
• Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
• Create and maintain system and process documentation in appropriate knowledgebase.
• Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
• Assist with cross training of other NOC team members as needed.

Skills Required

• At least 3+ years of operational experience in multiple technologies, including all the following:
• Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
• Experience with general technologies such as servers, storage, virtualization and cloud
• Proficient use of all Microsoft Office applications
• Experience working with an ITIL based ticketing system tool – ServiceNow helpful
• Experience with at least one IT observability/monitoring tool or technology (Elastic,LogicMonitor, Solar Winds, etc)
• Experience with Elastic observability strongly preferred

Certifications

• One of the following certifications is preferred:
• Elastic Observability (ECOE)
• Logic Monitor Certified Associate (LMCA)
• Microsoft Certified Solutions Expert (MCSE)
• Microsoft Certified Professional (MCP)
• Red Hat Certified System Administrator (RHCSA)
• Linux Certified Administrator (LCA)
• Cisco Certified Associate (CCNA)