NOC Tier1 Analyst

Cloud Raptor is Hiring for MNP SPARK Bengaluru!

Work Location:

MNP is one of Canada’s largest full-service chartered professional-services firms providing accounting, tax, consulting, risk-advisory, management consulting, and financial advisory services.
• With offices across all provinces and a workforce of thousands, MNP serves clients in public, private, and not-for-profit sectors across Canada. • MNP emphasizes a culture of balanced lifestyle, competitive compensation and benefits, merit-based career growth, and values that support diversity, inclusion, community, and work-life balance.

Role & responsibilities

• Monitor infrastructure monitoring dashboards and alert queues (e.g., from ConnectWise Automate, Auvik, Azure Monitor, Backup Monitoring tools) for events related to network devices, servers (Windows/Linux), firewalls, backup jobs, applications, and basic Azure IaaS/PaaS health.
• Perform initial triage of application monitoring, and infrastructure alerts (network, server, firewall, backup failures) according to documented Standard Operating Procedures (SOPs).
• Accurately create, categorize, prioritize, and update service tickets within ConnectWise Manage for all monitored events and client requests.
• Execute basic, pre-defined troubleshooting procedures and remediation scripts for common issues (e.g., service restarts, connectivity checks, basic log reviews on servers and firewalls).
• Perform basic Server Monitoring and Management tasks, such as checking resource utilization (CPU, memory, disk), verifying critical service status, and reviewing basic server logs based on SOPs.
• Perform basic Firewall Monitoring and Management tasks, including checking device connectivity, monitoring basic health alerts, and reviewing traffic logs for anomalies as per SOPs.
• Monitor the execution status (success/failure) of scheduled backup jobs for common platforms (e.g., Veeam) and escalate failures according to SOPs.
• Perform basic, documented file/folder restore tasks from backups under supervision or following strict procedures.
• Assist with monitoring the backup of network device and firewall configurations as per defined schedules and procedures.
• Escalate unresolved infrastructure incidents promptly and accurately to NOC Tier 2 Analysts, providing clear and concise details.
• Collaborate with SOC Tier 1 analysts for initial assessment of events potentially impacting both infrastructure and security.
• Perform basic health checks on client applications, and Azure resources (e.g., VM status, basic alerts) as defined by SOPs.
• Maintain clear and consistent communication with team members, shift leads, and potentially clients regarding ticket status and ongoing issues.
• Diligently document all actions taken within the ticketing system.
• Participate in a rotational shift schedule
• Adhere strictly to defined shift schedules and handover protocols in a 24x7x365 environment.

Requirements:

• Foundational understanding of IT infrastructure concepts (networking: TCP/IP, DNS, DHCP; server OS: Windows Server OSs basics).
• Basic knowledge of firewall concepts and common platforms (e.g., Fortinet, Cisco, Check Point, Palo Alto).
• Basic understanding of backup concepts and familiarity with common backup platforms (e.g., Veeam).
• Familiarity with IT monitoring concepts and tools (ConnectWise Automate, Auvik preferred).
• Experience using IT Service Management (ITSM) or ticketing systems (ConnectWise Manage experience is a plus).
• Basic understanding of cloud computing concepts (Microsoft Azure preferred).
• Proficiency with standard office software (Microsoft Office Suite).

Essential Skills

• Strong attention to detail and ability to follow procedures accurately.
• Basic analytical and troubleshooting skills.
• Excellent communication skills (written and verbal).
• Ability to work effectively within a team in a fast-paced, 24x7 shift environment.
• Customer service orientation.
• Time management and ability to prioritize tasks.

Preferred candidate profile

Bachelor of Technology/Engineering Or Bachelor / Masters in Computer Application

Certifications:

CompTIA A+

CompTIA Network+

CompTIA Server+ (Nice to have)

Microsoft 365 Certified: Fundamentals (MS-900) or Azure Fundamentals (AZ-900)

Veeam Technical Sales Professional (VMTSP) or similar entry-level backup certification is a plus.

Experience:

At least 2 years of experience in an IT help desk, technical support.

Additional Info:

The ideal candidate is eager to learn, process-oriented, reliable, and possesses strong communication skills. We value individuals who demonstrate a foundational understanding of IT concepts (network, server, firewall, backup), a commitment to following procedures, and the potential to grow within our integrated operational environment. A collaborative spirit and adaptability to a 24x7 shift structure are essential.