NOC Analyst

About the role

We are seeking a Level 1 NOC Analyst / Network Support Technician to provide frontline monitoring, troubleshooting, and incident support for enterprise and industrial network environments. This role is ideal for someone with foundational networking experience who can methodically troubleshoot connectivity issues, manage support tickets, follow documented procedures, and escalate effectively to Network or Security Engineers. The environment is highly process-driven, and success depends just as much on documentation, communication, and follow-through as technical knowledge. The position provides exposure to networking, network security, operational technology (OT), and industrial infrastructure while working alongside experienced engineering resources.

Related Job Titles: NOC Analyst, Network Support Technician, Network Operations Technician, Network Support Analyst, Infrastructure Support Analyst, Junior Network Administrator, Service Desk Analyst, Tier 1 Network Analyst.

Ideal Candidate: The strongest candidate does not need to be a Network Engineer. Someone coming from a NOC, network-focused Service Desk, Junior Network Administration, Infrastructure Support, or Tier 1 Technical Support background can be a strong fit if they demonstrate the ability to troubleshoot logically, document thoroughly, follow the process, and escalate intelligently.

Skills

• Network Troubleshooting & Incident Triage: Ability to investigate network alerts and connectivity problems, establish scope and impact, perform initial diagnostics, and determine whether an issue can be resolved at Level 1 or requires engineering escalation.
• Networking Fundamentals: Working knowledge of TCP/IP, DNS, DHCP, VPNs, routing, switching, firewalls, and general network connectivity troubleshooting.
• Monitoring & Incident Management: Experience monitoring infrastructure alerts, working from dashboards, managing incidents through a ticketing system, determining severity, and tracking issues through resolution.
• Process Adherence & Technical Documentation: Ability to follow customer-specific runbooks, troubleshooting procedures, escalation paths, and support playbooks while maintaining accurate ticket notes.
• Communication & Ownership: Strong written and verbal communication, responsiveness, organization, and the ability to provide engineers with concise technical details when escalating an incident.

The role is intentionally Level 1. Deep expertise in every network platform is not expected. The underlying requirement is the ability to monitor, triage, troubleshoot, document, and escalate consistently.

Responsibilities

• Monitor network alerts, dashboards, and infrastructure health.
• Investigate network outages, degradation, and connectivity incidents.
• Perform initial root-cause analysis and Level 1 troubleshooting.
• Validate whether an issue is isolated to an endpoint, local network, WAN, VPN, DNS/DHCP service, firewall, or upstream infrastructure.
• Gather logs, symptoms, timestamps, affected systems, and troubleshooting results before escalation.
• Troubleshoot basic TCP/IP connectivity and addressing issues.
• Investigate DNS resolution and DHCP addressing problems.
• Support VPN connectivity troubleshooting.
• Apply basic routing and switching concepts during incident investigation.
• Perform first-level firewall and network-security troubleshooting.
• Monitor availability and network-performance conditions.
• Create, update, prioritize, and resolve incident/service tickets.
• Follow documented troubleshooting playbooks and escalation procedures.
• Escalate incidents to Network or Security Engineers with complete technical documentation.
• Communicate incident status to applicable stakeholders.
• Participate in operational handoffs and incident reviews.
• Maintain detailed notes documenting troubleshooting steps, findings, actions, and resolution.

The broader environment can also generate server, endpoint, and other infrastructure-related tickets, so candidates with broad IT support fundamentals are valuable even though network support is the primary focus.

Qualifications

• Core Networking: TCP/IP, IPv4 addressing and subnetting fundamentals, DNS, DHCP, LAN/WAN connectivity, VPN technologies, Routing and switching, Network availability and performance monitoring, Basic firewall concepts.
• Network & Security Platforms: Experience with one or more of the following is beneficial: Cisco networking technologies, Fortinet / FortiGate, Palo Alto Networks, Enterprise firewalls, VPN platforms, Network monitoring and alerting platforms, Ticketing / incident-management systems.
• Industrial / OT Exposure: Experience is helpful, but not required, with: Operational Technology (OT), Industrial Control Systems (ICS), Industrial networking, Critical infrastructure environments, Oil & gas, energy, utilities, manufacturing, or similar operational environments