NOC Analyst Tier II

Acuative; Strongsville (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

Acuative is seeking a NOC Analyst II to serve as the primary escalation point for Tier I events, managing and resolving incidents across networking, servers, security, and cloud. You will own critical incidents, perform RCA when needed, and mentor junior staff.

Responsibilities include complex diagnostics, coordinating with internal teams and vendors, and ensuring changes are reviewed for operational impact, with a strong focus on ITIL-aligned incident, problem, and change management.

Qualifications

• Must hold at least one major networking certification (CCNA, JNCIA, or FCP).
• Associate’s Degree in Information Technology, Computer Science, or a related field; a Bachelor's degree is preferred.
• ITIL v4 Foundation certification is highly desirable.

Responsibilities

• Advanced Troubleshooting: conduct in-depth diagnostics and complex troubleshooting to identify root causes of critical incidents.
• Incident Management: own critical incidents from detection through resolution and lead technical bridge calls with internal teams and vendors.
• Problem Identification: perform initial root cause analysis on recurring incidents and contribute to solutions to reduce disruptions.
• Tool Utilization: use advanced diagnostic tools (e.g., Wireshark, SNMP managers) for deep-level analysis.
• Change Review: review infrastructure changes for potential operational impact and adherence to change management procedures.
• Mentorship: provide technical guidance and training to NOC Analyst 1 staff.

Skills

Advanced Networking

Security Acumen

Scripting/Automation

IT Service Management

Diagnostic Tools

Education

Associate’s Degree in Information Technology or Computer Science

Bachelor’s Degree

Tools

Wireshark

SNMP Managers

NPM tools

APM tools

Job description

The NOC Analyst II serves as the primary escalation point for Tier I 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.

Equal Opportunity Statement :

• At Acuative, we believe our strength comes from our people—and that includes people from all backgrounds. We are proud to be an Equal Opportunity Employer, committed to creating a workplace where everyone feels valued, respected, and supported. Our inclusive culture encourages growth, creativity, and collaboration across all levels of the company. No matter who you are, if you’re passionate about doing great work, you’ll find a place with us.