Noc Analyst
17 hours ago
NOC Analyst
Posted 1 day ago
Job DescriptionWe are looking to extend our NOC support, the first point of customer support from offshore. This role presents an opportunity to join our Network Operations Centre, working closely with a team of senior engineers. The NOC aims to provide the highest level of customer service. As the NOC analyst you will respond to all alerts, incidents and requests, coordinate escalation to the appropriate technical team, and notify customers.
This role is a full-time position and involves a rotational shift roster including weekend and night shifts. Candidates who are familiar with or have a strong desire should apply.
What we are looking for- Self-motivated team player who can communicate proficiently.
- Courteous, enthusiastic, customer-oriented, assertive, and motivated about work
- Experience monitoring networks including telecommunication circuits, routers, switches, Firewalls, VoIP systems, servers, and backup operating systems.
- Provide timely response to incidents, outages, and performance alerts.
- Categorize issues for escalation to appropriate technical teams or vendors.
- Recognize, identify, and prioritize incidents according to customer business requirements.
- Proactively work on existing tickets in the queue and route or escalate issues as needed.
- Support multiple technical teams in a 24x7 environment with high uptime requirements.
- Document actions in accordance with standard company policies and procedures.
- Notify customers and third-party service providers of issues, outages, and remediation status.
- Must have a reliable Internet connection for the times requested to work from home.
- Graduate of an IT-related field (at least 2 years or Bachelor's degree preferred).
- Minimum 2-3 years' experience in a NOC or IT support role.
- Understanding of key network monitoring protocols (SNMP, WMI, syslog).
- Understanding of Microsoft Server operating systems and network fundamentals (routing and switching).
- Analytical troubleshooting skills; ability to recognize and prioritize critical tasks independently.
- Strong customer experience skills and ability to provide excellent customer service.
- Ability to communicate complex technical context to customers in layman terms.
- Ability to analyze network data, identify trends, and troubleshoot issues.
- Provide first-line NOC investigation and diagnosis of incidents, logging all details and prioritization.
- Monitor network and cloud network management tools and respond to alerts.
- Excellent attendance and punctuality; able to be self-managed.
- A passion for continuous learning; team player; able to work with peers.
- Excellent English reading, writing, and speaking skills.
- Willing to work on a shifting schedule, including weekends and holidays.
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