NOC Analyst

Job Description

Job Description

We are looking for a skilled, detail-oriented support specialist to join a Tier 2 network operations environment in Maryland. This long-term contract position focuses on incident management, technical troubleshooting, and service restoration across network, systems, and communications platforms. The role supports critical customer operations by monitoring performance, resolving issues within defined scope, and partnering with senior team members and service providers to address more complex disruptions. Success in this position requires strong customer service, sound technical judgment, and the flexibility to support a 24/7/365 operations center, including some weekends and holidays.

Responsibilities:
• Oversee network management and monitoring tools to identify service disruptions and coordinate with telecom carriers to restore connectivity as quickly as possible.
• Document incidents thoroughly and maintain accurate, timely updates within the incident tracking system to ensure clear communication and accountability.
• Investigate system and network issues of limited to moderate complexity, resolving problems directly when possible and escalating when broader support is needed.
• Support highly available IP-based environments, messaging platforms, and air-to-ground communications systems by applying practical technical knowledge during daily operations.
• Assist customers and internal business teams by answering routine technical questions and providing clear guidance toward effective resolution.
• Collaborate with senior analysts and leadership on higher-impact service issues, while taking ownership of less complex incidents from diagnosis through closure.
• Monitor performance, evaluate faults, and perform troubleshooting steps to correct or escalate infrastructure and connectivity problems affecting service delivery.
• Contribute to deployment, configuration, and maintenance activities, including identifying opportunities to improve operational efficiency through better processes or tools.
• Participate in network solution planning and configuration efforts, and complete cross-training across Transport, DataLink, and Applications support functions within the first several months of the assignment.• Network certification is required.
• Working knowledge of TCP/IP networking principles, device connectivity, and the interaction between computer hardware and software components.
• Familiarity with network operations concepts, support practices, and incident response procedures in a technical environment.
• Hands-on experience troubleshooting Cisco networking equipment and related infrastructure technologies.
• Strong customer service and communication skills, with the ability to explain technical issues clearly to users and stakeholders.
• Ability to prioritize multiple incidents, follow established processes, and use sound judgment when addressing service-impacting issues.
• Willingness to work in a 24/7/365 operations setting that may include weekends and holidays.
• Capacity to learn multiple operational support areas through structured training across Transport, DataLink, and Applications functions.