Network Operations Center (NOC) Analyst

The role

The NOC Analyst participates in network incident management for managed WAN interfaces and managed security sites. This role involves troubleshooting and resolving customer network trouble tickets and managing connectivity via data circuits and equipment.

What you will do

• Own, triage, and resolve customer network (WAN/LAN) related trouble tickets
• Detection, tracking, and restoration of customer's network connectivity
• Remotely troubleshoot and configure WAN equipment including routers, firewalls, switches, and load balancers
• Engage, escalate, and work with carriers and other 3rd parties
• Participate in incident command bridges, hypercare, and major incidents
• Use network monitoring tools such as Zenoss or Logic Monitor
• Converse with technical and non-technical contacts
• Perform effective ticket management including queue management and documentation
• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work autonomously and as part of a team to identify and diagnose issues

Required qualifications

• Minimum of two (2) years of WAN/LAN implementation and support/troubleshooting experience
• Well-versed in TCP/IP protocols and able to troubleshoot issues remotely
• Strong understanding of the OSI Model, SD-WAN, Transport, and TCP/IP
• Demonstrable experience with routing and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF
• Must be knowledgeable in NAT, access lists, policy-based mapping, traffic shaping, and priority queuing
• Must have supported data networks and telecommunications functions in mid-size enterprises, including VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), Multilink T1s
• Must have experience in command line configuration using two or more of the following product lines: Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet, or other relevant technologies
• Knowledgeable with DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing
• Knowledge of network monitoring and traffic capturing tools
• Must be conceptually familiar with security-related terms, and technologies, encryption, authentication, IPsec, VPN tunnels including GRE, and controlling traffic
• Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians
• Strong verbal communication and documentation skills

Nice to have

• VoIP knowledge and experience
• Large enterprise LAN/WAN environment or telecommunications company experience
• Bachelor's degree in Computer Science, Information Systems, or a related discipline
• Experience working in a Managed Services organization
• Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss
• Possess or be working towards ITIL v3 or v4 Foundations Certification
• Relevant technical certifications, i.e., CCNA, Network+
• Conceptual knowledge of Security Operations or experience

About the company

AppDirect offers a subscription commerce platform to sell any product through any channel, on any device. They power millions of subscriptions worldwide for organizations.