NOC Analyst

JOB OVERVIEW

Reporting 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 required.

The 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 teams.

KEY RESPONSIBILITIES

• Monitoring and Alert Management

• • Monitor customer networks, servers, cloud services, security devices, and applications.
  • Respond to system-generated alerts from monitoring platforms.
  • Investigate and validate alerts to determine business impact.
  • Identify potential issues before they become service-affecting incidents.
  • Escalate unresolved or critical issues according to established procedures.

• Incident Response

• • Respond to infrastructure outages, performance degradations, and service disruptions.
  • Perform initial troubleshooting and diagnostics.
  • Create, update, and manage incident tickets.
  • Document troubleshooting activities and resolution steps.
  • Coordinate with internal technical teams to restore services.

• Network Operations

• • Monitor WAN, LAN, wireless, VPN, and internet connectivity services.
  • Verify operational status of routers, switches, firewalls, and wireless controllers.
  • Support routine maintenance windows and change activities.
  • Assist with network device onboarding and monitoring configuration.

• Customer Support

• • Communicate with customers regarding incidents and service interruptions.
  • Provide timely updates on ticket status and resolution progress.
  • Maintain a professional and customer-focused approach in all interactions.
  • Support customer onboarding activities and operational readiness tasks.

• Documentation

• • Maintain accurate incident records and operational notes.
  • Update network documentation, asset information, and topology diagrams.
  • Create and maintain knowledge base articles and standard operating procedures.
  • Ensure all work performed is properly documented within ticketing systems.

• Continuous Improvement

• • Identify recurring issues and recommend improvements.
  • Assist with monitoring platform optimization.
  • Participate in team training and knowledge-sharing initiatives.
  • Support operational reporting and service improvement programs.

• Additional responsibilities as assigned.

QUALIFICATIONS  

EDUCATION & EXPERIENCE

• Diploma 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 environments.
• Experience with LogicMonitor

PROFESSIONAL CERTIFICATIONS (CONSIDERED AN ASSET)

• CompTIA Network+
• Cisco CCNA
• Palo Alto PCSNA
• FortiNet NSE

KNOWLEDGE, SKILLS & ABILITIES

• Basic understanding of:
• TCP/IP networking
• Routing and switching fundamentals
• DNS and DHCP
• VPN technologies
• Microsoft Windows operating systems
• Microsoft 365
• Firewalls and network security concepts
• Cloud technologies such as Microsoft Azure
• IT service management processes
• Core Competencies
• Strong troubleshooting and analytical skills
• Excellent customer service skills
• Effective verbal and written communication
• Ability to follow documented procedures
• Strong attention to detail
• Ability to prioritize and manage multiple tasks
• Team-oriented mindset
• Willingness to learn and develop technical skills

WORKING CONDITIONS

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• Work performed primarily in an office environment
• Manual dexterity required to use desktop computer and telephone
• On Call/Shiftwork as required to provide after-hour client support
• Participation in a 24x7 shift rotation.
• Evening, weekend, and holiday coverage may be required.

Methods and procedures described or implied in the job profile may be altered to accommodate employees.