NOC Analyst L2, Digital

General Position Summary: 

Responsibilities

·         Investigate, diagnose, and resolve escalated application, and infrastructure incidents related to network connectivity, server performance (Windows/Linux), firewall issues, backup failures, application availability, and Azure resource problems.    

·         Analyze performance metrics and logs from monitoring tools (e.g., ConnectWise Automate, Auvik, Azure Monitor, Backup consoles) to identify root causes and potential bottlenecks across network, server, and firewall infrastructure.    

·         Manage and execute scheduled patch deployment cycles for operating systems (Windows Server OSs) and applications using ConnectWise Automate, ensuring compliance and minimizing disruption.    

·         Implement approved configuration changes on network devices, servers, and firewalls (e.g., Fortinet, Cisco, Check Point, Palo Alto) according to existing change management processes.    

·         Perform Server Monitoring and Management tasks including in-depth performance analysis, troubleshooting OS-level issues, managing server roles/features, and applying configuration changes.    

·         Perform Firewall Monitoring and Management tasks including analyzing firewall logs, troubleshooting connectivity issues, implementing rule changes under guidance/SOPs, and managing firewall configurations.    

·         Manage backup operations, including troubleshooting backup job failures, performing file/folder and potentially VM/application-level restores using platforms like Veeam, and verifying backup integrity.    

·         Manage and verify the backup of network device and firewall configurations according to defined procedures.    

·         Perform defined operational tasks within client Microsoft Azure environments (e.g., VM resizing, service restarts, basic configuration adjustments, responding to Azure Advisor alerts).    

·         Collaborate effectively with SOC analysts during integrated incidents, providing infrastructure context (network, server, firewall, backup status) and executing coordinated response actions.    

·         Document incident resolution steps, technical findings, and configuration changes accurately within the ticketing system (ConnectWise Manage) and knowledge base.    

·         Contribute to the creation, refinement, and maintenance of NOC Standard Operating Procedures (SOPs) and technical documentation, including backup and restore procedures.    

·         Mentor and provide technical guidance to NOC Tier 1 analysts.    

·         Participate in shift handovers, ensuring continuity of operations and effective knowledge transfer.     

·         Participate in a rotational on-call schedule. 

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Skills and Experience

·         Strong analytical, diagnostic, and problem-solving skills. 

·         Excellent communication skills (written and verbal), with the ability to explain technical issues clearly. 

·         Ability to work effectively under pressure and manage multiple priorities. 

·         Meticulous documentation habits. 

·         Collaborative mindset and ability to work well within an integrated team structure.    

·         Aptitude for mentoring and knowledge sharing. 

·         Intermediate-to-advanced knowledge of Windows Server OSs administration (Active Directory, DNS, DHCP, Group Policy). Linux administration skills are a plus.    

·         Solid understanding of networking concepts and protocols (TCP/IP, routing, switching, VLANs, firewalls, VPNs).    

·         Hands-on experience with Remote Monitoring and Management (RMM) tools (ConnectWise Automate and ConnectWise ScreenConnect strongly preferred).    

·         Experience with patch management processes and tools.    

·         Experience managing and troubleshooting firewall platforms (e.g., Fortinet, Cisco, Check Point, Palo Alto).    

·         Proficiency with backup and recovery solutions, particularly Veeam Backup & Replication (experience with other platforms is beneficial).    

·         Understanding of virtualization technologies (VMware vSphere, Microsoft Hyper-V). 

·         Foundational administration experience with Microsoft Azure (Virtual Machines, Virtual Networks, Azure Storage, Azure Monitor basics).    

·         Basic scripting skills (PowerShell preferred) for automation and task execution.    

·         Experience with network monitoring tools (e.g., Auvik) is beneficial. 

Certifications

·         Relevant certifications are highly desirable, such as:  

o    CompTIA Network+, CompTIA Server+, CompTIA Security+ 

o    Microsoft Certified: Azure Administrator Associate (AZ-104) or equivalent Azure experience. 

o    Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800/801) or older MCSA/MCSE. 

o    Relevant firewall vendor certifications (e.g., Fortinet NSE, Cisco CCNA Security, Check Point CCSA, Palo Alto PCNSA). 

o    Veeam Certified Engineer (VMCE) or similar backup technology certification. 

Educational Qualifications

·         Bachelor of Technology in Computer Science or related degree

Experience

·         Requires 2-4 years of experience in a NOC Engineer, Systems Administrator, Network Administrator, Backup Administrator, Firewall Administrator, or similar IT infrastructure support role.