NOC Analyst Tier 2

Telsource Corporation • Strongsville, OH

15h

About The Position

The NOC Analyst 2 serves as the primary escalation point for Tier 1 events, managing and resolving complex incidents across multiple technologies (network, server, security, cloud). This role requires deep technical proficiency, strong incident management skills, and the ability to drive incidents to resolution while contributing to problem management activities.

Requirements

• Advanced Networking: Expert knowledge of routing (OSPF, BGP), switching,firewallconcepts, and VPN technologies.
• Security Acumen: Strong understanding of security components and concepts.
• Scripting/Automation: Basic knowledge of scripting for task automation and data extraction is highly desirable.
• IT Service Management: Solid understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Diagnostic Tools:Proficiencyin network performance monitoring (NPM) and application performance monitoring (APM) tools.
• Security Clearance: Must be eligible for and able to successfully obtain andmaintaina U.S. Government Public Trust clearance.
• Experience: Minimum of 3 years of progressive experience in a NOC or high-level technical support role (Tier 2 or above).
• Education:Associate’s Degree in Information Technology, Computer Science, or a related fieldrequired(or equivalent work experience).Bachelor's degree preferred.
• Certifications (Required): Mustpossessat least one major networking certification (e.g., Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or Fortinet Certified Professional (FCP)).

Nice To Haves

• Certifications (Desired): ITIL v4 Foundation certification is highly desirable.

Responsibilities

• Advanced Troubleshooting: Conduct in-depth diagnostics and complex troubleshooting toidentifyroot causes of critical and high-priority incidents, escalating only when necessary to specialized engineering.
• Incident Management: Own critical incidents from detection through resolution, coordinating response efforts, and leading technical bridge calls with internal teams and external vendors.
• Problem Identification: Perform initial Root Cause Analysis (RCA) on recurring incidents,identifyingpatterns and contributing potential solutions to reduce future service disruptions.
• Tool Utilization:Utilizeadvanced diagnostic tools (e.g., packet capture tools like Wireshark, advanced SNMP managers) to perform deep-level analysis.
• Change Review: Review andvalidateupcoming infrastructure changes for potential operational impact and adherence toestablishedchange management procedures.
• Mentorship: Provide technical guidance and training to NOC Analyst 1 staff, fostering their development in diagnostic techniques.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree