NOC Technical Analyst - Weekdays 3rd Shift

About the position

The NOC Technical Analyst serves as the primary initial responder within the Network Operations Center, focusing on identifying and resolving network problems during after-hours support. This role involves triaging various IT solutions requests and incidents while adhering to established service level agreements (SLAs). The position operates on a non-standard business hours schedule, specifically the 3rd shift from 12am to 10am CST, four days a week, with potential telecommuting options after the training period.

Responsibilities

• Serve as primary decision maker for fault handling and escalations on managed devices.
• Manage Network Monitoring System (NMS) for faults and alerts, enhancing its design for better insights.
• Triaging and alerting on client production systems within defined SLAs.
• Manage and perform updates on Windows Endpoint/Server Infrastructure and network equipment firmware.
• Utilize ticketing and monitoring systems, following proper documentation and escalation processes.
• Stay informed of advancements in network infrastructure and technologies.
• Assist with Service Desk end-user support during overflow periods.
• Leverage remote support tools to resolve support requests.
• Communicate with clients in a highly professional and timely manner.
• Review KPI Metrics via dashboards, audit incident details, and provide analysis and recommendations to team members.
• Monitor and investigate the root cause of SLA breaches or procedural breakdowns.
• Promote proper Incident and Change Management practices.

Requirements

• High School diploma or GED required; Bachelor's degree in Information Technology or Computer Science preferred.
• Three or more years of experience supporting Microsoft operating systems and cloud/networked environments required.
• Hands-on experience with remote administration, maintenance, triage, and deployment of Active Directory, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Office 365, network switches, routers, firewalls, and storage technologies required.
• One or more years of experience leading small teams within a network operations center, service desk, or help desk environment required.
• Experience working with network protocols, configurations, and operations required.
• Experience supporting system administration, NOC, and Server support required.
• Ability to triage problems, design and identify solutions, and appropriately escalate issues in a fast-paced environment required.

Nice-to-haves

• Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc.
• Experience with cloud technologies such as Azure, Azure Backups, AWS, or similar cloud experience preferred.
• Experience with help desk ticketing systems and service desk management tools preferred.

Benefits

• Employee stock ownership plan
• Opportunities for advancement
• Retirement plan