Monitor network and system performance continuously using monitoring tools and software throughout the overnight shift.
Identify, troubleshoot, and resolve complex network and system issues; act as an escalation point for Analyst I team members.
Perform system and network device configurations and deployments in coordination with Backup Specialists and Toolset Orchestration Specialists.
Monitor and respond promptly to alerts and notifications from network and system monitoring platforms.
Maintain accurate and up-to-date documentation of network and system configurations, incidents, and changes.
Ensure all tickets are properly created, notated, and updated to accurately account for time and actions taken.
Provide timely, clear communication on network and system issues to internal and external stakeholders.
Manage personal workload effectively to ensure Service Level Agreements (SLAs) are consistently met.
Collaborate with cross-functional teams to resolve incidents and implement solutions.
Mentor and train NOC Analyst I on network and system monitoring best practices.
Participate in on-call rotation and respond to after-hours incidents as required.
Perform additional duties as assigned by management.

3+ years of experience in network and system monitoring, NOC operations, or a related field.
Associate's degree in Computer Science, Information Technology, or a related field — or equivalent hands-on work experience.
Advanced knowledge of networking concepts including load balancing, VPN, and firewall management.
Solid understanding of server and operating system concepts, including Windows and Linux environments.
Strong analytical and problem-solving skills with a structured troubleshooting approach.
Excellent verbal and written communication skills for effective stakeholder updates.
Ability to work independently and collaboratively in a fast-paced, team-oriented NOC environment.
Strong attention to detail with ability to prioritize and manage multiple concurrent tasks.
Criminal Justice Information Systems (CJIS) clearance — mandatory post-employment requirement.
Willingness to work overnight shifts, including mandatory Saturday and Sunday availability.

NICE TO HAVE

Experience with ConnectWise (ticketing), Kaseya VSA, OpenDNS, and/or PRTG monitoring platforms.
Prior experience supporting government, municipal, or public sector IT environments.
Familiarity with MSP service delivery models and multi-client infrastructure management.
CCNA, CompTIA Network+, Security+, or equivalent certifications.
Prior experience mentoring or leading junior NOC analysts.

NOC Analyst II

Key skills