IT Tech Support – Tier 2 NOC Analyst
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Job Description
Tier 2 NOC Analyst monitoring client systems for a hybrid MSP delivering secure cloud and managed IT services. Handling afterhours incidents, troubleshooting, and escalations.
Responsibilities:
- Monitor client environments using RMM, monitoring, and alerting tools
- Respond to afterhours incidents and provide escalation support to Service Delivery Teams
- Handle incoming service requests
- Perform root cause analysis
- Follow defined Knowledge Base (KB) articles and contribute to KB documentation
- Monitor dashboards, alerts, and notifications from RMM, SIEM, backup, and other platforms
- Triage, validate, and respond to system, network, and application alerts
- Respond to incoming service requests, incidents, and changes during afterhours
- Prioritize and process tickets according to SLA, impact, and urgency
- Update ticket notes, status, and resolution steps in AutoTask
- Escalate unresolved issues to Tier 3 or on-call teams as necessary
- Communicate incident impact and timelines to internal stakeholders
- Troubleshoot system performance issues, failed backups, service outages, and connectivity problems
- Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs
- Execute scripts, tools, and diagnostics as needed for alert resolution
- Update tickets, shift handoff notes, and KB articles with resolution steps and improvements
- Participate in recurring reviews to improve alert accuracy and triage processes
Requirements:
- High School diploma or equivalent (Degree preferred)
- 3-7 Years of IT, Help Desk and/or MSP experience
- Required certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA
- Preferred certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert
- Excellent inter-personal skills; as good with people as you are with computers
- Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out
- Experience providing phone support with strong awareness of positive phone etiquette
- Experience working with help desk ticketing systems
- Experience with networking and managing/configuring servers
- Experience with Office 365 administration, Azure AD, and VMWare
- Experience with Group Policy
- Experience with DNS (both public and private)
- Experience with RMM (Remote Management & Monitoring) systems, preferably Kaseya
- Ability to provide 24/7 on-call support during rotation schedule
Benefits:
- Monthly bonuses
- Health, dental, and vision insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support
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