Internal NOC Analyst

Technology Elite, Inc.; Mabalacat; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Free relocation accommodation

20 Days PTO annually

HMO coverage for employee +1

All government mandated benefits

Job summary

Technology Elite, Inc. seeks a NOC Analyst to perform Tier 1 IT monitoring and incident management for multi-tenant environments at the Clark, Pampanga site.

You will support the IT team, manage tickets, review backups, and monitor systems to minimize downtime. You will work a night shift and collaborate with professional service engineers, documenting actions and adhering to SLAs while ensuring security and operational standards.

Qualifications

• Minimum of 2 years of experience in Service Desk Level 2, End User Compute and Network Operation or equivalent experience.
• Strong organizational skills with high attention to detail.
• Proficiency in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, OneNote).
• Proficiency in Service Desk and NOC systems
• Good written and verbal communication skills.
• Ability to manage multiple tasks simultaneously and meet deadlines.

Responsibilities

• Handle Tier 1 support functions including events detection, validation, classification, recording, troubleshooting, and escalation as needed.
• Monitor and maintain IT systems, manage incident lifecycle, and support multi-tenant managed services.
• Review backup reports and ensure recoverability of customer systems.
• Monitor RMM platforms and ensure proper reporting and automation.
• Triage incidents, document steps, and escalate to senior engineers when required.
• Maintain operational procedures, SOPs, and customer-specific guides.

Skills

Service Desk Level 2

End User Compute

Network Operations

Strong organizational skills

Communication skills

Multitasking

Tools

Microsoft 365

Service Desk software

NOC systems

Office suite

Job description

The NOC Analyst is responsible for handling Tier 1 support functions not limited to: events detection, validation, classification, recording, troubleshooting, escalation as Tier 1 and to the next level of support, taking inbound calls, making outbound calls, partial service desk tickets management and communication from clients.

Work Arrangement: Onsite | Clark, Pampanga

Work Shift: Night Shift (Training schedule: 8:00AM -5:00PM PHT)
About the Job
The NOC Analyst primary role is to perform IT monitoring functions for all IT Systems within the company. He/she is expected to follow established company processes and procedures. This includes but not limited to managing multi-tenant managed service, monitoring multiple help desk consoles for new alerts, working new break/fix and ticket assigned, documentation and assessments. managing incident lifecycle.
Supports key result areas of the company to minimize the business productivity loss caused by systems outages/incidents.

• The NOC Analyst will also assist professional service engineers and other departments with tasks and tickets as required or directed by the Head of IT Operations.

• Assist in deploying new technologies, managed services, infrastructure upgrades, and process improvements as directed by management.

• Perform routine asset management activities, including receiving, preparing, deploying, tracking, recovering, and auditing customer and company equipment.

• Review backup reports daily and take corrective action on failed backups to ensure recoverability of customer systems.

• Monitor and maintain RMM (Remote Monitoring and Management) platforms to ensure systems are reporting correctly and automation tasks are functioning as intended.

• Identify recurring issues, operational gaps, and opportunities for automation, then recommend improvements to reduce incident volume and improve service delivery.

• Participate in daily team meetings, shift handovers, incident reviews, customer meetings, and technical knowledge-sharing sessions.

• Ensure all activities adhere to company standards, security requirements, customer obligations, and documented operational procedures.

• Support business continuity and disaster recovery activities, including testing, validation, and execution during major incidents.

• Perform facilities-related, operational, and other duties as assigned by management to support the overall success of the business.

• Monitor and respond to alerts generated by managed customer environments, including servers, workstations, cloud services, networks, firewalls, and security platforms.

• Review and manage the service desk and managed services ticket queues, ensuring all tickets are acknowledged, updated, and actioned within agreed Service Level Agreements (SLAs).

• Troubleshoot and resolve user-reported issues involving hardware, software, network connectivity, Microsoft 365, email systems, printers, remote access, and business applications.

• Escalate incidents to senior engineers, vendors, or third-party providers when required, while maintaining ownership of the ticket until resolution.

• Document troubleshooting steps, actions taken, root cause findings, and resolution details within the ticketing system.

• Perform routine health checks on customer environments, including backups, antivirus status, patch compliance, storage capacity, server performance, and system availability. Investigate and respond to security events, suspicious activities, endpoint alerts, and system warnings generated by monitoring platforms.

• Execute scheduled maintenance activities, including operating system updates, application patching, firmware upgrades, and service restarts.

• Create, update, and maintain technical documentation, standard operating procedures (SOPs), network diagrams, asset inventories, and customer-specific support guides.

• Provide customer support through phone calls, email, remote support tools, and chat platforms while maintaining a professional and customer-focused approach.

• Conduct user onboarding and offboarding activities, including account creation, permissions management, device preparation, software deployment, and access removal.

• Support Microsoft 365, Entra ID, Intune, endpoint management, and other cloud-based platforms used by customers.

• Coordinate with telecommunications providers, software vendors, and hardware suppliers to resolve service disruptions and technical issues.

• Communicate service outages, incidents, maintenance windows, and status updates to customers and internal stakeholders.

• Participate in the on-call roster and respond to critical incidents, service outages, and customer escalations outside standard business hours when scheduled.

We are looking for:

• Minimum of 2 years of experience in Service Desk Level 2, End User Compute and Network Operation or equivalent experience.

• Strong organizational skills with high attention to detail.

• Proficiency in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, OneNote).

• Proficiency in Service Desk and NOC systems

• Good written and verbal communication skills.

• Ability to manage multiple tasks simultaneously and meet deadlines.

• Comfortable handling confidential information.

Nice to have:

• Exposure to cross-functional or multi-team project coordination.

• Ability to contribute ideas to process improvements or operational efficiency.

• Exposure to escalation handling or issue resolution processes.

Job Offer

• Free relocation accommodation of up to 4 weeks for those relocating near Technology Elite Office*

• 20 Days Paid Time Off (PTO) Annually

• HMO coverage for employee +1 FREE dependent upon regularization

• ALL government mandated benefits

*Terms and conditions apply