Junior NOC Analyst

- I provide first-line network technical support to employees and business partners outside of regular business hours by answering inbound phone calls regarding network issues. - I create and escalate Service Now trouble tickets to engineers, tier two staff, or third-party service providers for quick resolution of IT/Network issues. - I work collaboratively with engineers, staff, contracted personnel, and third-party providers as necessary. - I research and update reference publications and diagnostic aids to gather the information needed to resolve end-user issues. - I follow IT Service Desk and Network Operator Knowledgebase procedures, making recommendations for improvements when necessary. - I actively monitor the status of networks and attached network assets using established tools and initiate appropriate actions for outages or system failures. - I provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing incidents for escalation as needed. - I act as the primary network contact for employees and business partners outside regular business hours and monitor the network hotline during coverage hours. - I assist network engineers and technicians with outstanding tasks and update network operation and knowledge base documentation as required.