What are the responsibilities and job description for the NOC Analyst position at NWG Solutions?
Position Summary:
The Network Operations Center Analyst is responsible for monitoring critical network elements and engaging in proactive computer systems monitoring for clients. Troubleshooting is a daily task for the NOC Analyst, as trouble tickets are worked and triaged in response to client’s systems exceeding performance thresholds.
Working directly with NWG’s Managed Services Director, the NOC Analyst looks for new ways to automate, improve, and optimize NWG’s managed services offerings through scripting, monitoring optimization, integrating applications, and implementing new RMM features as they become available.
Job Responsibilities:
- Enhance, manage, and maintain monitoring of all MSP client systems
- Provide EDR and AV security management on workstations and servers
- Support server and workstation operating systems and applications
- Remote support and troubleshooting of network faults
- Software component upgrades and installations
- Maintain server and workstation patch update systems
- Participate with the technical team for monthly server patching
- Prioritize NOC tickets to facilitate customer’s system uptime
- Provide timely response and resolution to all alerts
- Facilitate client reporting and internal report delivery
- Daily communications with clients and IT vendor support
- Provide a seamless managed services onboarding experience for NWG’s clients
Qualifications:
- Previous experience administrating an MSP’s RMM preferred
- At least 4 years' experience in an IT support related field preferred
- Professional experience with Microsoft Server and Workstation operating systems
- Microsoft certifications preferred but not required
- A clear understanding of network communications and security in the LAN/WAN
- Professional experience using performance monitoring and ticketing software systems
- Experience documenting process and procedures
- Experience maintaining a variety of data backup systems software
Personal Skill Set Requirements:
- Committed to improving efficiency and the function of software systems
- Ability to interact with customers in a polite, professional manner
- Strong analytical and troubleshooting skills
- Ability to assess situations quickly and thoroughly
- Excellent communication and documentation skills
- Ability to communicate technical information to a non-technical audience
- Work autonomously while maintaining communications with co-workers and clients
- Demonstrate integrity, fairness, and a strong sense of team spirit
- Excellent time management and organizational skills
- Ability to handle concurrent tasks with minimal supervision
- Demonstrate an appropriate sense of urgency