Network Control Technician

Location: West Greenwich, RI, US, 02817

About the role

Brightstar is seeking a skilled and motivated NOC Analyst to join our Network Operations Center. This is not an entry-level position — it's ideal for someone with 1–3 years of experience who’s ready to take on deeper responsibilities in a fast-growing managed services environment. You will play a critical role in real-time monitoring, alert response, and Tier 1.5-level troubleshooting with direct exposure to advanced tools, networking infrastructure, and security operations.

Responsibilities

• Monitor complex production environments using advanced NMS and RMM platforms
• Triage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivity
• Troubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooks
• Escalate unresolved issues with detailed analysis to Tier 2/3 engineers
• Perform recurring system health checks, firmware status reviews, and patch audit tasks
• Update technical documentation, client network diagrams, and Standard Operations Procedures
• Assist with initial response to security alerts (SIEM, firewall logs)
• Communicate effectively with clients and internal teams to ensure service levels are met
• Contribute to continuous improvement of NOC procedures and automation

Key Tasks

• Monitor Network Health
  • Watch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware health
  • React to alerts related to firewalls, switches, routers, VPN
• Triage and Resolve Incidents
  • Follow SOPs and playbooks to resolve issues on the first touch
  • Perform remote diagnostics (e.g., ping, traceroute, interface status, service checks)
• Escalate with Context
  • Properly escalate tickets with detailed notes and logs to Tier 2/3
  • Clearly communicate issue severity and customer impact
• Run System Health Checks
  • Perform daily/weekly health scripts or dashboard reviews
  • Log/report anomalies, missing backups, outdated firmware, or config drift
• Document Work
  • Update network diagrams, asset lists, IPAM, and config documentation
  • Write or refine SOPs and troubleshooting guides
• Assist Security & Patching
  • Respond to firewall or SIEM alerts based on predefined criteria
  • Assist with vulnerability patching cycles and firmware status reporting
• Client Communication
  • Provide updates on incidents and resolutions in a clear, professional tone
  • Assist with onboarding tasks (site checks, asset inventory, diagram verification)

Requirements

• 1–3 years experience in a NOC, help desk, or managed services environment
• Solid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs)
• Hands-on experience with at least one of the following: Fortinet, Cisco, Palo Alto
• Familiarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.)
• Experience handling ticket workflows and escalations in tools like Jira or ServiceNow
• Strong documentation and communication skills
• Availability to work in a shift-based schedule, including evenings or weekends as needed

Qualifications

• Education: High School degree or equivalent; associates degree preferred
• 4 - 6 years of related experience is required

Pay

The estimated starting compensation range for this role is $49,920 – $67,500. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable.

Benefits

• 401(k) Savings Plan with Company contributions
• Health, dental, and vision insurance
• Life, accident, and disability insurance
• Tuition reimbursement
• Paid time off
• Wellness programs
• Identity theft insurance
• Irregular discretionary bonuses for non-exempt roles

Note: programs are subject to eligibility requirements.