NOC Support Analyst
On-siteSão Paulo, São Paulo, Brazil
Job Summary
Manage overall technical operation and maintenance of all main systems and subsystems within the 24/7 Network Operations Center. Act as the primary technical escalation point for NOC staff and field engineers, providing user support and ensuring swift alert verification. Log, resolve, and document network incidents to meet Service Level Agreements, escalating unresolved issues to relevant teams while maintaining knowledge base records. Take technical ownership of major incidents by identifying root causes and utilizing resources to restore normal service. Provide Tier 2 customer support, develop relationships through excellent service, and assist with Tier 1 volumes during high demand. Comply with quality and security policies while contributing to process improvements and supporting new technologies.
Required Qualifications
- 5+ years of customer or technical support experience
- Seeking prior Network Operating Center experience
- Ability to troubleshoot Infrastructure
- Experience with administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications
- Experience with Microsoft Active Directory
- Experience with Microsoft Windows Server 2003/2008 and above
- Server maintenance skills - hardware and software
- Advanced English level, reading/writing and speaking
- Operate in a 24/7 Network Operations Center
- this includes shift work and weekends
- This is a presential position
- Be available for occasional after hours call out from the NOC to assist in resolving urgent system problems
Desired Qualifications
- Experience with digital voice radio systems
- Experience in a communications operations or network operations environment
- HP and Juniper experience
- Experience with Motorola Astro 25 Digital and/or MotoTRBO radio systems
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