Network Operations Center (NOC) Analyst

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Skills you'll use

What you'll do

• Own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
• Detection, tracking, and restoration of customer’s network connectivity via their data circuits and/or equipment
• Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors
• Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral
• Participate in incident command bridges, hypercare, and major incidents when required
• Understand and use network monitoring tools such as Zenoss or Logic Monitor to assist in troubleshooting or analyzing network issues and performance
• Converse with technical and non-technical contacts depending on the situation.
• Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution
• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues

Who can apply

• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues
• 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

About AppDirect

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