Network Operations Center (NOC) Analyst / Engineer

Job Summary

The NOC Analyst is responsible for monitoring, maintaining, and supporting the organization's IT infrastructure, network, systems, and managed services. The role ensures the availability, performance, and reliability of services through proactive monitoring, incident response, troubleshooting, escalation, and stakeholder communication.

Key Responsibilities

Monitoring and Incident Management

Monitor network, server, application, and infrastructure alerts using approved monitoring tools.

Identify, analyze, and respond to system and network incidents.

Create, update, and manage incident tickets in accordance with established processes and SLAs.

Perform initial triage and troubleshooting of alerts and service disruptions.

Escalate incidents to appropriate support teams when required.

Participate in Major Incident Management activities and bridge calls.

Operational Support

Provide 24x7 operational monitoring and support coverage.

Perform routine operational checks and health monitoring activities.

Execute standard operating procedures (SOPs) and work instructions.

Support planned maintenance activities and change implementations.

Validate service restoration and incident resolution.

Communication and Reporting

Provide timely updates to customers, stakeholders, and management during incidents.

Maintain accurate incident documentation and status reports.

Prepare operational reports, shift handover notes, and service summaries.

Coordinate with Service Desk, SOC, Engineering, Vendors, and Customer Support teams.

Service Improvement

Identify recurring issues and recommend preventive actions.

Contribute to process improvements, automation initiatives, and knowledge base updates.

Assist in developing and reviewing operational documentation.

Required Skills

Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, WAN/LAN).

Familiarity with monitoring tools and ticketing systems.

Basic troubleshooting of servers, operating systems, and applications.

Understanding of Incident, Problem, and Change Management processes.

Strong analytical and problem-solving skills.

Excellent verbal and written communication skills.

Ability to work in a 24x7 shift environment.

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

Experience in a NOC, Service Desk, or IT Operations environment.

ITIL Foundation certification is an advantage.

Network certifications (CCNA, Network+, etc.) are preferred.

AZ-900 Azure Fundamentals

 

Key Performance Indicators (KPIs)

Incident response and resolution times.

SLA compliance.

Ticket quality and documentation accuracy.

Escalation effectiveness.

Customer and stakeholder satisfaction.

Operational efficiency and service availability.

As of the date of this posting, a good faith estimate of the current pay scale for this position is:

•    $57,074 to  $ 81,534

Placement in the range depends on several factors such as experience and skills and may change over time.  Additionally, this role may be eligible for an annual bonus, which is based on individual
We comply with all applicable minimum wage laws.
 
Benefits available include: 
•    Medical, vision, and dental insurance,
•    Life insurance, 
•    Short-term and long-term disability insurance,
•    401k
•    Paid Time Off 
•    Any leave required under federal, state, or local law, as applicable, such as leave under the Colorado Healthy Families and Workplaces Act.

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.