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NOC Support Analyst - Remote

Posted 15 weeks ago

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.

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