NOC Support Analyst - Remote

Overview

The NOC Support Analyst is responsible for monitoring and responding to network outages, managing firmware upgrades, and providing support to clients through various communication channels.

In Short

• Respond to outage alerts generated by monitoring servers.
• Manage firmware upgrades proactively.
• Handle client emails and support requests.
• Assist Tier1 and Tier2 technicians with escalated tickets.
• Create or modify conferences based on client requests.
• Follow escalation procedures as per the Scope of Work.
• Log incident reports related to IPTV and guestcast services.
• Conduct initial troubleshooting for connectivity issues.
• Document troubleshooting steps and resolutions.
• Monitor the health and performance of network devices.

Requirements

• Experience in network monitoring and troubleshooting.
• Familiarity with network devices such as routers and switches.
• Knowledge of DHCP, VLANs, and firewalls.
• Ability to respond to alerts and incidents in a timely manner.
• Strong communication skills for client interaction.
• Experience with incident management processes.
• Ability to document technical processes and resolutions.
• Proactive approach to managing firmware upgrades.
• Experience with IPTV and guestcast services is a plus.
• Ability to work independently and as part of a team.

Benefits

• Opportunity to work remotely.
• Exposure to a variety of network technologies.
• Collaborative work environment.
• Professional development opportunities.
• Flexible working hours.