Network Operations Center (NOC) Analyst

July 8, 2024

Job Description

Become a global digital citizen and support the new generation of digital entrepreneurs worldwide. AppDirect provides a subscription commerce platform to sell any product, through any channel, on any device as a service. We power millions of subscriptions globally for organizations through our values-driven culture, enabling you to be recognized, be authentic, and do your best work.

About You

The Network Operations Center (NOC) Analyst actively participates in incident and problem management for over 6,000 managed WAN interfaces and security sites with circuits ranging from T1 to DS3, utilizing technologies such as AVPN, ADI, MPLS, Multilink T1s, Ethernet, Cellular, and Broadband. This role depends on expertise in monitoring and ticketing platforms to troubleshoot and resolve issues effectively.

Responsibilities and Impact:

  • Own, triage, and resolve customer network (WAN/LAN) trouble tickets to successful completion.
  • Detect, track, and restore customer network connectivity through data circuits and/or equipment.
  • Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors.
  • Engage with carriers and other third parties when necessary for service restoration.
  • Participate in incident command bridges, hypercare, and major incidents as required.
  • Utilize network monitoring tools like Zenoss or Logic Monitor to assist in troubleshooting or analyzing network issues and performance.
  • Communicate with both technical and non-technical contacts as appropriate.
  • Manage tickets effectively, including queue management, documentation, hand-offs, customer communications, and resolution.
  • Adhere to established Service Level Objectives and Agreements.
  • Work independently and as part of a team to identify and diagnose issues.

Qualifications:

  • At least two years of experience in WAN/LAN implementation and support/troubleshooting.
  • Proficiency in TCP/IP protocols and remote issue troubleshooting.
  • Experience with routing and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF.
  • Knowledgeable in NAT, access lists, policy-based mapping, traffic shaping, and priority queuing.
  • Experience supporting data networks and telecommunications in mid-size enterprises, including VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), Multilink T1s.
  • Command line configuration experience with products like Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet, etc.
  • Familiarity with DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing.
  • Knowledge of network monitoring and traffic capturing tools (e.g., Wireshark, Zenoss, Logic Monitor).
  • Basic understanding of security-related terms, technologies, encryption, authentication, IPsec, VPN tunnels, and traffic control.
  • VoIP knowledge and experience are a plus.
  • Ability to communicate and collaborate effectively with internal/external customers, service providers, and field technicians.
  • Understanding of the OSI Model, SD-WAN, Transport, and TCP/IP.

At AppDirect, we believe innovation flourishes in an environment rich in diversity of experience and thought. We value each AppDirector as unique, fostering inclusion regardless of race, religion, age, sexual orientation, or gender identity, and encourage applications from Indigenous peoples, racialized people, people with disabilities, and those from gender and sexually diverse communities, and/or with intersectional identities.

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