Position: NOC Analyst
Position Summary:
The NOC Analyst is responsible for monitoring client environments, responding to alerts and service tickets, performing initial troubleshooting, and coordinating escalations when an issue requires additional technical support.
This role works with alerts generated by several monitoring and management platforms. The analyst must be able to determine whether an alert represents an actual outage, a monitoring issue, or a condition requiring additional investigation.
The position also includes routine server maintenance, patching, firmware upgrades, and other approved after-hours maintenance activities.
Primary Responsibilities:
- Monitor and work on tickets generated by Datto RMM, N-central, Azure Monitor, HCO/Orion, Meraki, backup platforms, and other monitoring tools.
- Review alerts, validate whether the affected device or service is actually down, and perform basic troubleshooting.
- Troubleshoot common server, network, connectivity, monitoring-agent, backup, disk-space, service, and patching issues.
- Contact clients when additional information, onsite validation, or confirmation of impact is required.
- Contact internet service providers to investigate circuit outages, packet loss, latency, and other connectivity issues.
- Determine when an issue requires escalation to an on-call Systems Administrator, Network Engineer, Security Engineer, or other technical resource.
- Follow documented escalation procedures for critical and after-hours incidents.
- Perform Windows Server patching and approved maintenance during client maintenance windows.
- Complete routine server maintenance tasks, including reboots, service restarts, monitoring-agent repairs, disk-space reviews, and post-maintenance validation.
- Assist with approved firewall, switch, wireless-access-point, and other infrastructure firmware upgrades.
- Verify devices and services return to a healthy state after maintenance or troubleshooting.
- Create and maintain accurate ticket notes documenting the issue, troubleshooting performed, client communication, escalation details, and resolution.
- Follow client-specific runbooks, maintenance windows, escalation procedures, and documentation.
- Communicate clearly with clients, vendors, teammates, and on-call resources.
- Maintain ownership of assigned tickets and ensure issues are either resolved, properly escalated, or handed off with complete documentation.
Required Skills and Experience:
Basic understanding of Windows Server administration and troubleshooting.- Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, firewalls, switches, WAN circuits, and internet connectivity.
- Experience using remote monitoring and management tools is preferred.
- Ability to review alerts and logs and determine appropriate next steps.
- Ability to follow documented procedures while recognizing when escalation is necessary.
- Strong written communication and ticket-documentation skills.
- Ability to work independently during overnight and weekend shifts.
- Good judgment when determining the severity and potential impact of an issue.
- Willingness to contact clients, ISPs, vendors, and on-call technical resources when necessary.
Preferred Experience:
- Datto RMM, N-central, Azure Monitor, SolarWinds Orion/HCO, Meraki, VMware, Hyper-V, Veeam, Windows Server, or similar platforms.
- Server patching and maintenance-window experience.
- Basic firewall, switch, and wireless firmware-upgrade experience.
- Experience working in a NOC, MSP, service desk, or infrastructure support.
