What are the responsibilities and job description for the NOC Analyst Tier 2 position at Telsource Corporation?
Role Summary :
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.
Core Responsibilities :
- Advanced Troubleshooting: Conduct in-depth diagnostics and complex troubleshooting to identify root 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, identifying patterns and contributing potential solutions to reduce future service disruptions.
- Tool Utilization: Utilize advanced diagnostic tools (e.g., packet capture tools like Wireshark, advanced SNMP managers) to perform deep-level analysis.
- Change Review: Review and validate upcoming infrastructure changes for potential operational impact and adherence to established change management procedures.
- Mentorship: Provide technical guidance and training to NOC Analyst 1 staff, fostering their development in diagnostic techniques.
Essential Skills and Knowledge :
- Advanced Networking: Expert knowledge of routing (OSPF, BGP), switching, firewall concepts, 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: Proficiency in network performance monitoring (NPM) and application performance monitoring (APM) tools.
Required Qualifications :
- Security Clearance: Must be eligible for and able to successfully obtain and maintain a 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 field required (or equivalent work experience). Bachelor's degree preferred.
- Certifications (Required): Must possess at least one major networking certification (e.g., Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or Fortinet Certified Professional (FCP)).
- Certifications (Desired): ITIL v4 Foundation certification is highly desirable.