1. General Position Summary: NOC Tier1 Analyst
1. Responsibilities
● Perform initial triage of application monitoring, and infrastructure alerts (network, server, firewall, backup failures) according to documented Standard Operating Procedures (SOPs).
● Accurately create, categorize, prioritize, and update service tickets within ConnectWise Manage for all monitored events and client requests.
● Execute basic, pre-defined troubleshooting procedures and remediation scripts for common issues (e.g., service restarts, connectivity checks, basic log reviews on servers and firewalls).
● Perform basic Server Monitoring and Management tasks, such as checking resource utilization (CPU, memory, disk), verifying critical service status, and reviewing basic server logs based on SOPs.
● Perform basic Firewall Monitoring and Management tasks, including checking device connectivity, monitoring basic health alerts, and reviewing traffic logs for anomalies as per SOPs.
● Monitor the execution status (success/failure) of scheduled backup jobs for common platforms (e.g., Veeam) and escalate failures according to SOPs.
● Perform basic, documented file/folder restore tasks from backups under supervision or following strict procedures.
● Assist with monitoring the backup of network device and firewall configurations as per defined schedules and procedures.
● Escalate unresolved infrastructure incidents promptly and accurately to NOC Tier 2 Analysts, providing clear and concise details.
● Collaborate with SOC Tier 1 analysts for initial assessment of events potentially impacting both infrastructure and security.
● Perform basic health checks on client applications, and Azure resources (e.g., VM status, basic alerts) as defined by SOPs.
● Maintain clear and consistent communication with team members, shift leads, and potentially clients regarding ticket status and ongoing issues.
● Diligently document all actions taken within the ticketing system.
● Participate in a rotational shift schedule
● Adhere strictly to defined shift schedules and handover protocols in a 24x7x365 environment.
Requirements
Technical Skills
● Foundational understanding of IT infrastructure concepts (networking: TCP/IP, DNS, DHCP; server OS: Windows Server OSs basics).
● Basic knowledge of firewall concepts and common platforms (e.g., Fortinet, Cisco, Check Point, Palo Alto).
● Basic understanding of backup concepts and familiarity with common backup platforms (e.g., Veeam).
● Familiarity with IT monitoring concepts and tools (ConnectWise Automate, Auvik preferred).
● Experience using IT Service Management (ITSM) or ticketing systems (ConnectWise Manage experience is a plus).
● Basic understanding of cloud computing concepts (Microsoft Azure preferred).
● Proficiency with standard office software (Microsoft Office Suite).
Essential Skills
● Strong attention to detail and ability to follow procedures accurately.
● Basic analytical and troubleshooting skills.
● Excellent communication skills (written and verbal).
● Ability to work effectively within a team in a fast-paced, 24x7 shift environment.
● Customer service orientation.
● Time management and ability to prioritize tasks.
Educational Qualifications –
Bachelor of Technology/Engineering Or Bachelor / Master’s in Computer Application
Certifications –
Relevant foundational IT certifications are beneficial, such as:
○ CompTIA A+
○ CompTIA Network+
○ CompTIA Server+ (Nice to have)
○ Microsoft 365 Certified: Fundamentals (MS-900) or Azure Fundamentals (AZ-900)
○ Veeam Technical Sales Professional (VMTSP) or similar entry-level backup certification is a plus.
Experience
At least 2 years of experience in an IT help desk, technical support.
Additional Info:
The ideal candidate is eager to learn, process-oriented, reliable, and possesses strong communication skills. We value individuals who demonstrate a foundational understanding of IT concepts (network, server, firewall, backup), a commitment to following procedures, and the potential to grow within our integrated operational environment. A collaborative spirit and adaptability to a 24x7 shift structure are essential.
Skills Required
- Bachelor of Technology or Engineering, or Bachelor’s/Master’s degree in Computer Applications
- At least 2 years of experience in IT help desk or technical support
- Foundational knowledge of networking concepts including TCP/IP, DNS, and DHCP
- Basic knowledge of Windows Server operating systems
- Basic knowledge of firewall concepts and platforms such as Fortinet, Cisco, Check Point, or Palo Alto
- Basic understanding of backup concepts and platforms such as Veeam
- Familiarity with IT monitoring tools such as ConnectWise Automate and Auvik
- Experience with IT service management or ticketing systems
- Basic understanding of cloud computing; Microsoft Azure preferred
- Proficiency with Microsoft Office Suite
- Ability to work rotating shifts in a 24x7 environment
- CompTIA A+ certification
- CompTIA Network+ certification
- CompTIA Server+ certification
- Microsoft 365 Fundamentals or Azure Fundamentals certification
- Veeam Technical Sales Professional or similar entry-level backup certification
What We Do
wNy Consulting, operating through the MNP Spark global capability center in Bangalore, supports MNP’s client-facing professional-services operations with high-quality talent in India. MNP provides accounting, consulting, tax, and digital services across Canada, delivering personalized solutions tailored to clients’ needs. The Bangalore center focuses on growth, efficiency, customer delight, innovation, and cross-regional service delivery, including U.S. corporate tax engagements. Founded in 1958, MNP has over 9,700 professionals and 154 offices across Canada.
.png){kind=logo}
