NOC Analyst I

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Department: NOC Team Reports to: Support Team Lead
Classification: Salary Location: Fargo, ND

 

SUMMARY OF RESPONSIBILITIES:

The Network Operation Center (NOC) Analyst acts as a triage specialist and is responsible for the health and wellness of our managed services customers. This role is responsible for monitoring, maintaining and reacting to the alerts and information gathered by our monitoring platforms to maintain and improve the quality of our customer environments.                        

ESSENTIAL FUNCTIONS:

  • Business awareness; specific knowledge of the customer and how IT relates to their business strategy and goal
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Initialize problem investigations and resolution as required
  • Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
  • Perform customer follow-up to verify final resolution and determine satisfaction level
  • Function as the customer’s single point-of-contact for problems that have originated in our monitoring platforms
  • Work with all teams on delivery of timely and accurate managed services quotes to customers
  • Create analysis of data and report generation for our customers
  • Work with Services Coordinator to escalate issues as needed
  • Assist in maintenance of process documentation for monitoring platforms
  • Work across the organization to resolve internal conflict and/or process issues with notifications and/or information flow across teams
  • Detail job duties to ensure continuity of monitoring from the NOC
  • Cross train coworkers to perform daily activities
  • Work closely with team leads to continuously enhance our deliverables from our monitoring platforms
  • Anticipate and react to major technology changes to ensure leadership in the competitive landscape
  • Achieve moderate level knowledge of the various RMM tools in production up to and including vendor specific certifications
  • Ensure consistency of existing systems by enforcing standards/procedures for implementing monitoring solutions

REQUIREMENTS:

  • Zero to two years relevant work experience
  • One certification (A+, Network+, Server+, CCENT, CCT or other)
  • Linux/MAC/Windows experience
  • Programming skills (Python, ruby, PHP, C, C#, Java, Perl and more)
  • Security skills (CISSP, GCIA, GCIH, GCFA, CGFE, etc.)