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.
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• Manage Network Monitoring System (NMS) for faults and alerts, enhancing its design for better insights.
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• Triaging and alerting on client production systems within defined SLAs.
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• Manage and perform updates on Windows Endpoint/Server Infrastructure and network equipment firmware.
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• Utilize ticketing and monitoring systems, following proper documentation and escalation processes.
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• Stay informed of advancements in network infrastructure and technologies.
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• Assist with Service Desk end-user support during overflow periods.
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• Leverage remote support tools to resolve support requests.
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• Communicate with clients in a highly professional and timely manner.
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• Review KPI Metrics via dashboards, audit incident details, and provide analysis and recommendations to team members.
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• Monitor and investigate the root cause of SLA breaches or procedural breakdowns.
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• Promote proper Incident and Change Management practices.
Requirements
• High School diploma or GED required; Bachelor's degree in Information Technology or Computer Science preferred.
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• Three or more years of experience supporting Microsoft operating systems and cloud/networked environments required.
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• 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.
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• One or more years of experience leading small teams within a network operations center, service desk, or help desk environment required.
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• Experience working with network protocols, configurations, and operations required.
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• Experience supporting system administration, NOC, and Server support required.
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• 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.
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• Experience with cloud technologies such as Azure, Azure Backups, AWS, or similar cloud experience preferred.
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• Experience with help desk ticketing systems and service desk management tools preferred.
Benefits
• Employee stock ownership plan
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• Opportunities for advancement
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• Retirement plan

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