Network Operations Center Analyst

Acuative; Strongsville (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Acuative is seeking a NOC Analyst 2 in Strongsville, Ohio. This role serves as the primary escalation point for Tier 1 events and involves managing and resolving complex incidents across technologies such as network, server, and security. The ideal candidate must have a minimum of 3 years in a technical support role, knowledge of advanced networking principles, and experience with ITIL processes. A significant networking certification is required, and the position offers opportunities for professional growth through mentorship.

Qualifications

• 3+ years of experience in a NOC or high-level technical support role (Tier 2 or above).
• Must be eligible for U.S. Government Public Trust clearance.
• At least one major networking certification (CCNA, JNCIA, or FCP) is required.

Responsibilities

• Conduct in-depth diagnostics and troubleshooting for critical incidents.
• Own critical incidents from detection through resolution.
• Perform Root Cause Analysis on recurring incidents.

Skills

Advanced Networking

Security Acumen

Scripting/Automation

IT Service Management

Diagnostic Tools

Education

Associate’s Degree in Information Technology or related field

Bachelor's degree in related field preferred

Tools

Wireshark

Network Performance Monitoring tools

Application Performance Monitoring tools

Job description

The NOC Analyst 2 serves as the primary escalation point for Tier 1 events, managing and resolving complex incidents across multiple technologies (network, server, security, cloud). This role requires deep technical proficiency, strong incident management skills, and the ability to drive incidents to resolution while contributing to problem management activities.

Core Responsibilities

• Advanced Troubleshooting: Conduct in-depth diagnostics and complex troubleshooting to identify root causes of critical and high-priority incidents, escalating only when necessary to specialized engineering.
• Incident Management: Own critical incidents from detection through resolution, coordinating response efforts, and leading technical bridge calls with internal teams and external vendors.
• Problem Identification: Perform initial Root Cause Analysis (RCA) on recurring incidents, identifying patterns and contributing potential solutions to reduce future service disruptions.
• Tool Utilization: Utilize advanced diagnostic tools (e.g., packet capture tools like Wireshark, advanced SNMP managers) to perform deep-level analysis.
• Change Review: Review and validate upcoming infrastructure changes for potential operational impact and adherence to established change management procedures.
• Mentorship: Provide technical guidance and training to NOC Analyst 1 staff, fostering their development in diagnostic techniques.

Essential Skills and Knowledge

• Advanced Networking: Expert knowledge of routing (OSPF, BGP), switching, firewall concepts, and VPN technologies.
• Security Acumen: Strong understanding of security components and concepts.
• Scripting/Automation: Basic knowledge of scripting for task automation and data extraction is highly desirable.
• IT Service Management: Solid understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Diagnostic Tools: Proficiency in network performance monitoring (NPM) and application performance monitoring (APM) tools.

Required Qualifications

• Security Clearance: Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.
• Experience: Minimum of 3 years of progressive experience in a NOC or high-level technical support role (Tier 2 or above).
• Education: Associate’s Degree in Information Technology, Computer Science, or a related field required (or equivalent work experience). Bachelor's degree preferred.
• Certifications (Required): Must possess at least one major networking certification (e.g., Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (JNCIA), or Fortinet Certified Professional (FCP)).
• Certifications (Desired): ITIL v4 Foundation certification is highly desirable.