Network Operations Analyst/ NOC Analyst

Location: Syracuse, NY 13202 (Onsite from day one) | Duration: 6+ months | Type: W2 contract

Occasional on-demand travel; expenses will be reimbursed.

About the role

The Network Operations Center (NOC) Analyst I is the first point of contact for network health management. In this team-based role, you will work under limited supervision, reporting to the Network Manager, and provide 24x7 on-site network surveillance and event management. The team communicates network-related events, information, and resolutions to management and internal customers. Your goal is to ensure efficient and effective responses to network issues through triage, escalation, resolution, and follow-up.

Responsibilities

• Prioritize alarms and incidents to fulfill SLA commitments.
• Deliver proactive technology monitoring and implement corrective actions to ensure optimal performance.
• Provide diagnostics and technical updates on incidents to operations, engineering teams, and senior management.
• Identify opportunities to improve processes and sponsor system changes to enhance efficiency.
• Work collaboratively within the NOC team and adhere to a rotational shift pattern.
• Proactively monitor technology solutions to resolve events before they escalate into incidents. During major outages, liaise with relevant departments for emergency fault diagnostics and resolution.
• Escalate issues to Senior Staff, Shift Lead, or Shift Manager as needed.
• Document incidents by creating tickets, including affected parties, prioritization, incident type, time, and a brief description.
• Update internal customers and management on the status of inquiries or issues.
• Research and resolve documentation requests, repeat issues, and customer follow-ups; recommend process improvements and provide shift turnover status.
• Act as the front line for NOC technical support by coordinating and routing incidents, calls, and tickets.
• Monitor alarm activity through the Network Management system.
• Track incidents to verify compliance with SLA response times and availability requirements.
• Create and update tickets with 100% accuracy, following established procedures.
• Execute projects assigned by management.

Requirements

• Minimum of 2 years of network surveillance experience or related fields.
• Exceptional written and oral communication skills.
• Ability to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast-paced and demanding environment.
• Working knowledge of TCP/IP, subnetting, and the OSI network model.

Schedule

• 3rd Shift: Sunday 10 PM – Monday 9 AM, Monday 10 PM – Tuesday 9 AM, Tuesday 10 PM – Wednesday 9 AM, Wednesday 10 PM – Thursday 9 AM
• 2nd Shift: Wednesday 1 PM – 12 AM, Thursday 1 PM – 12 AM, Friday 1 PM – 12 AM, Saturday 1 PM – 12 AM
• 2nd Shift: Sunday 1 PM – 12 AM, Monday 1 PM – 12 AM, Tuesday 1 PM – 12 AM, Wednesday 1 PM – 12 AM