Network Operations Center Analyst

Job Summary:

The NOC Analyst contributes to a 24/7 Network and Security Operations Center within the Managed Services group. 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.

Duties and Responsibilities:

• Respond and resolve client’s requests within SLAs (Service Level Agreements)
• Perform daily preventative maintenance checks and services on managed devices in client infrastructure
• Open, track and close service tickets
• Answer incoming calls and monitor various e-mail accounts and act according to NSOC procedures and processes
• Interface with field personnel to verify repairs and testing systems
• Help identify recurring system performance issues
• Provide performance reporting on managed service devices
• Work directly with other NOC Analysts and Engineering resources for issue resolution
• Provide direct communication to affected users and companies on outages and maintenance activities
• Maintain detailed notes within ticketing systems on all issue resolution activities
• Maintain customer technical information within defined documentation standards
• Develop and maintain installation and configuration procedures
• Obtain/maintain technical/professional certifications applicable to position or as directed
• Manage and maintain monitoring and alerting systems
• Coordinate and track RMA (Return Material Authorization) requests, to obtain RMA authorization requests and completion of RMA submittal forms
• Assess and identify appropriate solutions to be integrated into the systems operation and make recommendations for implementation and troubleshooting
• Required to provide flexible shift scheduling based on operational needs
• Provide emergency on-call support on a rotating schedule
• Perform other duties as assigned

Location:

• This is a remote position and we accept worldwide applications.

Send your CV to hr@myarchway.tech or use the form below: