Network Operations Center (NOC) Analyst

• The Network Operations Center (NOC) Analyst Cloud is an active participant in incident and change management for managed Cloud services (Azure and/or AWS) and sites with circuits varying in size from T1s to DS3, which employ technologies such as AVPN, ADI, MPLS, Multilink T1s, Ethernet, Cellular and Broadband. The role relies on knowledge and understanding of monitoring and ticketing platforms to effectively troubleshoot and resolve issues.

• The NOC Analyst interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirects Managed Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities.

• The successful candidate for this position will effectively utilize prior education and demonstrated work experience to make an immediate, independent contribution to the Network Operations Center team. The NOC is an integral part of AppDirects 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business. Flexibility to work any shift as needed is required.

What youll do and how youll have an impact

• Own, triage, and resolve customer network, server, and Cloud (Azure/AWS) related trouble tickets to successful completion
• Detection, tracking, and restoration of customers connectivity via their data circuits, servers, services, etc.
• Remotely troubleshoot and configure WAN/LAN devices, including routers, firewalls, switches, load balancers, servers, etc. from various vendors
• Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral
• Participate in incident command bridges, Hypercare, and major incidents when required
• Understand and use network monitoring tools such as Logic Monitor to assist in troubleshooting or analyzing network issues and performance
• Converse with technical and non-technical contacts depending on the situation.
• Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution
• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues

What were looking for

• Minimum of two (2) years of experience remotely supporting networking and server connectivity in managed services environments
• Operational knowledge of MS Azure or Amazon Web Services (AWS)
• Understanding of the OSI Model and TCP/IP protocols to troubleshoot issues remotely
• Demonstrable experience troubleshooting and resolving connectivity issues, errors, etc. in both networks and in server environments
• Knowledge of supporting virtual Windows and/or Linux servers and services with respect to connectivity, performance, application errors, etc.
• Knowledgeable with DNS, DHCP, SMTP, and other routing protocols
• Knowledge of network monitoring, alerting, and traffic capturing tools
• Must be conceptually familiar with security-related terms, and technologies, encryption, authentication, IPSec, VPN tunnels including GRE, and controlling traffic
• Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians
• Strong verbal communication and documentation skills
• Strong process improvement and customer-focused skills

• Large enterprise environment, Cloud, or telecommunications company experience preferred
• Awareness of Cloud tools such as CloudCheckr, orchestration, etc.
• Relevant technical certifications a plus, i.e., CCNA, MS Azure Fundamentals, AWS Cloud Practitioner, Network+, etc.
• Bachelor's degree in computer science, Information Systems, or a related discipline
• Experience working in a Managed Services organization a plus
• Experience with ServiceNow and monitoring tools such as Logic Monitor
• Possess or be working towards ITIL v3 or v4 Foundations Certification
• Experience in command line using Cisco, Juniper, PowerShell, Linux, or other relevant technologies.