NOC Analyst-Hybrid

GuideIT•Plano, TX

2d•Hybrid

About The Position

This position is responsible for Level 1 systems monitoring, scheduled patching activities , and overnight operational support for infrastructure systems across multiple environments. The role supports a 24x7x365 operations model and functions as a nightshift, floating position , providing coverage for team members during PTO, holidays, and other absences. The NOC Associate monitors infrastructure events, performs initial troubleshooting, executes approved patching schedules , and triages unresolved incidents to Level 2 or Level 3 infrastructure engineers. This role requires strong attention to detail, the ability to work independently during overnight hours, and a strong sense of ownership when handling critical incidents.

Requirements

Strong adherence to ITIL standards and maintaining PCI compliance
Experience supporting or executing patching activities and adhering to patching schedules
Experience with Windows Server 2012, 2016, and 2019
Basic understanding of networking concepts (TCP/IP, VLANs, DNS)
Familiarity with virtualization technologies such as VMware or Hyper-V
Experience working within ticketing systems and meeting strict SLA timeframes
Experience with Active Directory, MFA, and related identity technologies
Ability to work overnight shifts on a consistent basis
Willingness to operate as a floating team member with schedule flexibility as needed
Strong communication, documentation, and interpersonal skills
Strong analytical and problem-solving skills

Nice To Haves

ITIL training or certification
Experience using infrastructure monitoring tools
Hands-on patch management experience
Experience with workload schedulers (IBM Tivoli or similar)
Linux experience

Responsibilities

Monitor infrastructure systems and execute approved patching activities for servers, WAPs, switches, and firewalls
Follow defined patching schedules and maintenance windows , including validation and documentation of patch completion
Provide overnight monitoring and operational coverage in a 24x7x365 environment
Serve as a floating resource , filling in for team members during PTO, holidays, and schedule gaps
Engage with Infrastructure teams for downed devices, patch-related issues, and high-priority incidents
Perform initial troubleshooting and escalate unresolved incidents appropriately
Ensure accurate and complete documentation for all tickets handled
Investigate infrastructure and data anomalies to help determine possible root causes
Maintain working knowledge of supported systems and associated documentation
Perform Level 1 infrastructure activities (incidents and service requests) using established, repeatable procedures
Ensure clear handoffs between shifts through detailed ticket notes and communication