Job Summary We are seeking a detail-oriented and proactive NOC Analyst to monitor, maintain, and support the network infrastructure, ensuring optimal performance and availability. The NOC Analyst will play a key role in troubleshooting and resolving network issues, escalating problems when necessary, and communicating with other departments to maintain smooth operations.
Key Responsibilities Network Monitoring: Continuously monitor network infrastructure and services using various tools and platforms to ensure uptime and performance. Incident Management: Identify and respond to network alerts, system outages, and hardware issues. Escalate critical incidents according to defined protocols. Troubleshooting: Diagnose and resolve network performance issues, connectivity problems, and equipment failures. Escalation: Collaborate with senior engineers, vendors, and third-party service providers for higher-level troubleshooting and resolution of complex network issues. Documentation: Maintain accurate logs and documentation of incidents, service requests, and resolutions in the ticketing system. Communication: Provide timely updates to internal stakeholders and customers regarding incident resolution progress and outcomes. Reporting: Generate regular performance reports and provide input on infrastructure enhancements to prevent future issues. Process Improvement: Contribute to process improvements and optimize network operations, ensuring that best practices are followed. On-call Support: Participate in an on-call rotation to provide 24/7 network monitoring and support. Qualifications Education: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience. Experience: 2+ years of experience in a NOC, network support, helpdesk, or technical support role. Experience with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix). Understanding of networking protocols such as OSI, TCP/IP, DNS, DHCP, STATIC, BGP, OSPF, etc. Understanding of these network devices functions: Switches, Access Points, Routers, Firewalls, etc. Understanding and experience of the following network tools: Ping, Trace, Nslookup, Netstat, etc. Skills: Strong troubleshooting and diagnostic skills. Ability to work under pressure and prioritize incidents effectively. Excellent communication and teamwork abilities. Certifications: Relevant certifications (CCNA, CompTIA Network+, etc.) preferred but not required. Key Competencies Attention to detail and problem-solving abilities. Strong organizational and multitasking skills. Ability to work in a fast-paced, high-pressure environment. Customer-focused and proactive attitude. Strong analytical skills and the ability to think critically. Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
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