NOC Analyst Tier I

Role Summary : 

The NOC Analyst Tier I is the first responder within the 24/7 Global Command Center, responsible for continuous infrastructure monitoring, initial alert triage, and accurate incident documentation. This role is crucial for rapidly identifying network, server, and application issues and ensuring adherence to standardized operating procedures (SOPs) for timely escalation.

Core Responsibilities :

• Monitoring & Triage: Proactively monitor NOC dashboards, network performance tools, and alerting systems for potential and active service impacts.
• Incident Creation: Accurately log all alerts into the ticketing system, classifying incidents by severity, affected component, and urgency.
• Initial Troubleshooting: Perform basic diagnostic steps as defined in runbooks, including pings, traceroutes, basic device status checks, and confirming service availability.
• Escalation: Timely and precise escalation of complex or unresolved incidents to NOC Analyst 2 or specialized engineering teams, following established paths.
• Communication: Send clear, concise status updates and notifications regarding low-impact events to internal stakeholders.
• Documentation: Maintain up-to-date shift logs and contribute feedback to improve existing runbooks and knowledge base articles.

Essential Skills and Knowledge : 

• Networking Fundamentals: Basic understanding of networking concepts (TCP/IP, OSI model, DNS, DHCP).
• Tool Proficiency: Experience with common monitoring tools and ticketing systems.
• Operating Systems: Familiarity with basic command-line navigation and service checking in Windows and/or Linux environments.
• Communication: Excellent verbal and written communication skills with an emphasis on clarity and professionalism under pressure.
• Attention to Detail: Meticulous approach to documentation and following sequential procedures.

Required Qualifications : 

• Security Clearance: Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.
• Experience: Minimum of 1 year of professional experience in a NOC, Technical Help Desk, or operational support center environment.
• Education: High School Diploma or GED required.
• Certifications (Desired): CompTIA A+ or CompTIA Network+ is highly valued.