Level 1 NOC Operations Analyst
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking a motivated and customer-focused Level 1 NOC Operations Analyst to join our 24×7 Network Operations Center team. This role serves as the first line of operational response for monitored client environments, responsible for monitoring infrastructure, responding to technology alerts, performing initial troubleshooting, executing approved operational tasks, documenting findings, and escalating issues to the appropriate technical teams when required.
The ideal candidate has a strong service mindset, enjoys problem-solving, and takes ownership of assigned incidents and requests. The Level 1 NOC Operations Analyst works closely with senior analysts, engineers, and customer teams to ensure issues are resolved within established Service Level Agreements (SLAs) while maintaining clear and professional communication. This role plays a key part in maintaining service availability, operational consistency, and an exceptional customer experience.
This position may be performed remotely or from our office facilities. Candidates must be comfortable working in a 24×7 operational environment, including scheduled evening, overnight, weekend, and holiday shifts based on business requirements.
Key Responsibilities
- Answer incoming phone calls and other inbound communications as part of monitoring and response coverage
- Take ownership of assigned tickets from creation through resolution, ensuring accurate documentation and timely completion within SLA
- Monitor and triage alerts from workstations, servers, network infrastructure, cloud services, applications, and infrastructure monitoring platforms
- Perform initial troubleshooting and remediation of technical issues following established Standard Operating Procedures (SOPs)
- Monitor LAN/WAN connectivity, servers, endpoints, business-critical applications, and cloud services for potential service interruptions
- Analyze alerts and determine appropriate priority, business impact, and escalation paths
- Create, update, and maintain accurate incident tickets, documentation, troubleshooting notes, and operational records
- Respond to customer requests through phone, ticketing systems, and other communication channels while providing professional and timely support
- Perform basic Active Directory and Microsoft Entra ID administration tasks, including password resets, user account support, and group membership changes
- Troubleshoot common Windows desktop, Windows Server, Microsoft 365, network, and application-related issues
- Execute routine system checks, operational procedures, approved production changes, and standard service requests in accordance with documented processes
- Follow incident management processes to ensure SLA compliance and timely resolution
- Escalate unresolved issues to Level 2 support teams or appropriate technical resources with complete and accurate documentation
- Maintain and contribute to knowledge base articles, technical documentation, and operational procedures
- Identify recurring operational issues and opportunities for process improvement or automation, escalating recommendations to engineering or automation teams when appropriate
- Collaborate with team members across shifts to ensure effective handoffs and continuity of support
- Participate in training and knowledge-sharing activities to continuously improve technical skills
Required Qualifications
- Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant work experience
- Minimum of 1 year of experience in a Network Operations Center (NOC), Service Desk, Help Desk, Managed Service Provider (MSP), or similar technical support environment
- Experience troubleshooting Windows desktop and Windows Server environments
- Working knowledge of basic networking concepts, including TCP/IP, LAN/WAN technologies, DNS, DHCP, and VPN connectivity
- Experience using ticket management or IT service management (ITSM) platforms
- Experience working with infrastructure monitoring tools and responding to operational alerts
- Familiarity with Active Directory administration and basic Microsoft Entra ID user management
- Basic understanding of cybersecurity best practices and the Center for Internet Security (CIS) Controls as they relate to secure system administration and operational processes
- Ability to troubleshoot technical issues using documented procedures and logical problem-solving methods
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent verbal and written communication skills
- Strong organizational skills and attention to detail
- Ability to prioritize work in a fast-paced environment while meeting SLA commitments
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP) or enterprise Network Operations Center
- Experience with Remote Monitoring and Management (RMM) and infrastructure monitoring platforms
- Familiarity with SNMP, WMI, and modern infrastructure monitoring technologies
- Experience supporting Microsoft 365 and Microsoft Entra ID environments
- Basic PowerShell scripting or automation experience
- Experience supporting enterprise networking equipment, virtualization platforms, or cloud infrastructure
- Familiarity with ITIL-based incident, request, and change management processes
- Familiarity with the CIS Controls and operational security best practices
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- ITIL 4 Foundation
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
- Cisco Certified Support Technician (CCST) Networking
Technical Skills
Operating Systems
- Windows 10/11
- Windows Server
- Microsoft 365
Networking
- LAN/WAN
- TCP/IP
- DNS
- DHCP
- VPN
- Basic network troubleshooting
Systems & Support
- Active Directory
- Microsoft Entra ID
- Remote Monitoring & Management (RMM)
- Infrastructure monitoring
- Server monitoring
- Desktop troubleshooting
- Incident remediation
- Documentation management
Operations
- Alert triage
- Incident management
- Ticket management systems
- SLA management
- Change management awareness
- Standard Operating Procedures (SOPs)
Professional Skills
- Communication
- Customer service
- Analytical thinking
- Problem solving
- Organization
- Team collaboration
- Time management
- Attention to detail
Career Growth Opportunity
This role provides an excellent foundation in infrastructure operations and offers a defined career path toward Level 2 NOC Engineer (Network or Server), Field Engineer, Onboarding Engineer, Automation / Integration Engineer, Service Desk Engineering, or Infrastructure Engineering as technical knowledge and experience grow.
Team members gain hands-on experience with enterprise monitoring platforms, Microsoft technologies, networking, cloud services, automation, and managed services while working alongside experienced operations and engineering professionals. This structured development path prepares analysts for increasingly advanced technical and engineering responsibilities within NOCDOC.
Schedule
This position supports a 24×7 Network Operations Center. Shift assignments may include days, evenings, overnight shifts, weekends, and holidays. Schedules are assigned based on business requirements and operational coverage needs.
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.