NOC Analyst L1

Description:

POSITION SUMMARY:

The NOC Analyst contributes to a 24/7 monitoring and remediation team within the Managed Services department. The NOC Analyst is responsible for accurately identifying and resolving failures and potential issues while maintaining accurate documentation and executing maintenance and administrative activities on managed service client’s environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.

• Troubleshooting networking technologies
• Primarily Cisco and Meraki devices
• May include other manufacturer’s equipment
• Standard MACDs (Move, Add, Changes, Deletes)
• Voice (Cloud and on-prem)
• Network
• Utilize monitoring system to perform client health checks and resolve alerts
• Involves triaging incidents to verify authenticity
• Will need to work with internal/external resources to remediate
• Working with 3rd parties to restore client services.
• Will include opening and tracking tickets either through phone, email, or ticketing system.
• Manage client backup services and remediate issues resulting in backup failures
• Monitor and report device configuration changes to clients
• Perform daily preventative maintenance checks and services on managed devices in client environments
• Work with engineering team to create monthly client reports
• Understanding of SLAs (Service Level Agreements) and ability to meet them in incident response scenarios
• Basic understanding of ITIL framework regarding service, incident, change, and problem management
• Open, track and close service tickets in ITSM while maintaining detailed notes including resolution
• Login to call queue to handle client requests while answering incoming calls courteously and professionally
• Manage email inbox and chats, responding to both client and internal communications in a timely fashion
• Interface with field personnel to perform repairs and verify system functionality
• Work directly with other NOC Analysts and Engineering resources for incident resolution
• Provide direct communication to affected users and companies on outages and maintenance activities
• Perform proper handoffs at start and end of shift
• Complete compliance training for internal business needs as well as client requirements
• Coordinate and track RMA (Return Material Authorization) requests, to obtain RMA authorization requests and completion of RMA submittal forms
• Obtain/maintain certifications applicable to position or as directed
• Perform additional duties related to your role

Requirements:

Minimum Education and Experience: • High School diploma or equivalent

• Minimum 1+ years of technical support experience
• 1+ years of experience and understanding of event/alert management, incident and change management processes
• 1+ years of experience of basic networking, routers, switches, Firewalls, and Wireless devices.

Preferred Education and Experience: • Bachelor’s Degree

• 2+ years of technical support experience
• 2+ years of prior Help Desk or NOC Experience
• 2+ years of experience with Ticket Management Tools (e.g., ConnectWise)
• Possession of Industry Certifications (A+, Network+, Security+, MTA, MCSA, CCNA)

OTHER SKILLS and ABILITIES:

• Excellent Interpersonal Skills (develop and maintain strong working relationships)
• Strong work ethic
• Strong communication skills
• Ability to multi-task as necessary
• Ability to prioritize tasks
• Strong organizational skills
• Excellent written and verbal communication skills with focus on customer satisfaction
• Customer service skills
• Proactive approach and good troubleshooting techniques
• Strong problem-solving skills with an emphasis on quick problem resolution
• Attentive and detail oriented

TRAVEL:

Less than 25% travel required

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job involve normal vision.

WORK ENVIRONMENT:

In Office

Employees located within one hour and thirty minutes of our main location will be expected to come into the office 5 days per week. Hybrid work is possible if authorized by your manager.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate.

Remote

Anyone over one hour and thirty minutes from our main location can work remotely. Necessary equipment to perform your job functions will be sent to your address. All equipment will be tracked in our inventory system and will be expected to be returned in the same condition as when it arrived at the conclusion of any employment agreement. You may be asked to visit client or remote sites if necessary.