NOC L1 – Analyst

Role: NOC L1 Analyst Hourly Rate: $6 USD Work Arrangement: Full-time, Remote Work Hours: 40-hour fixed weekly schedule — Afternoon shift (4:00 PM–1:00 AM CST); weekend work required with two weekdays off. Industry: Telecommunications / Networking / ISP Key Responsibilities • Continuously monitor network infrastructure and devices using network monitoring systems (e.g., Zabbix or similar platforms, WLAN controllers) • Promptly detect and validate service outages by acknowledging alerts, initiating incident tickets, and documenting observed symptoms, affected services, and potential impact. • Utilize monitoring tools (e.g., Zabbix, WLC, and vendor-specific cloud interfaces) and device GUIs to identify and diagnose connectivity issues • Perform remote diagnostics and troubleshooting within Tier 1 support scope (e.g., device GUI verification, ping testing, troubleshooting with remote hands, etc.). • Guide onsite customers or venue staff via phone or email through troubleshooting steps, including physically inspecting and verifying the status of network devices. • Document all actions taken, and escalate complex or unresolved issues to NOC Level 2 network engineering team as needed • Follow up on open tickets and maintain clear, timely communication with customers. Ensure all open tickets within scope are updated within 24 hours minimum. • Track and manage outage tickets, ensuring that root cause analyses (RFOs) and other important technical data are thoroughly and accurately documented for each incident. Qualifications & Requirements • Minimum of 2 years of experience in NOC, IT service desk, or similar technical roles • Verifiable work history with supporting documentation (e.g. employment certificate, detailed letter of employment, or equivalent) • Experience in the Wireless ISP (WISP) industry or with Tier 2/Tier 3 ISPs is highly preferred • Relevant certifications in networking technologies (e.g., MTCNA, CCNA, CCNP or equivalent) are a strong advantage. • Strong technical, troubleshooting, and analytical skills with the ability to contribute effectively with minimal supervision • Excellent customer service and call-handling skills • Fluent in English, with excellent written and verbal communication skills • Flexible availability, including evening and weekend shifts as needed • Quiet and professional remote work environment with a high-quality headset and noise-cancelling microphone • Reliable laptop with strong battery life, stable internet connection, and backup solutions for power, connectivity, and work device. Please attach your most recent CV for our review. If you’ve held any freelance roles, kindly include the duration of each engagement. This is required to ensure a thorough evaluation of your application.