NOC Tier1 Analyst, Digital

General Position Summary: NOC Tier1 Analyst The NOC Tier 1 Analyst is a full-time in-office (in-person) position that is the first line of support within MNP Digital's integrated 24x7 Network and Security Operations Centre. Operating within the Network Operations Center (NOC) function, this role focuses on monitoring the health, availability, and performance of client IT infrastructure, including networks, servers, firewalls, backup systems, and foundational cloud elements (primarily Azure). Key responsibilities involve monitoring alerts from tools like ConnectWise Automate and Auvik, performing initial triage based on Standard Operating Procedures (SOPs), accurately creating and categorizing service tickets in ConnectWise Manage, executing basic troubleshooting steps for network, server, and firewall issues, monitoring backup job success/failure, performing basic restore tasks under supervision, and escalating unresolved issues to Tier 2 analysts within the NOC or coordinating with the Security Operations Center (SOC) for integrated incidents. Success in this role requires meticulous attention to detail, strong adherence to established processes, foundational IT knowledge across network, server (Windows Server OSs), firewall (Fortinet, Cisco, Check Point, Palo Alto), and backup (Veeam, Azure Backup) domains, and effective communication within a fast-paced, integrated operational environment.Responsibilities Monitor infrastructure monitoring dashboards and alert queues (e.g., from ConnectWise Automate, Auvik, Azure Monitor, Backup Monitoring tools) for events related to network devices, servers (Windows/Linux), firewalls, backup jobs, applications, and basic Azure IaaS/PaaS health. Perform initial triage of application monitoring, and infrastructure alerts (network, server, firewall, backup failures) according to documented Standard Operating Procedures (SOPs). Accurately create, categorize, prioritize, and update service tickets within ConnectWise Manage for all monitored events and client requests. Execute basic, pre-defined troubleshooting procedures and remediation scripts for common issues (e.g., service restarts, connectivity checks, basic log reviews on servers and firewalls). Perform basic Server Monitoring and Management tasks, such as checking resource utilization (CPU, memory, disk), verifying critical service status, and reviewing basic server logs based on SOPs. Perform basic Firewall Monitoring and Management tasks, including checking device connectivity, monitoring basic health alerts, and reviewing traffic logs for anomalies as per SOPs. Monitor the execution status (success/failure) of scheduled backup jobs for common platforms (e.g., Veeam) and escalate failures according to SOPs. Perform basic, documented file/folder restore tasks from backups under supervision or following strict procedures. Assist with monitoring the backup of network device and firewall configurations as per defined schedules and procedures. Escalate unresolved infrastructure incidents promptly and accurately to NOC Tier 2 Analysts, providing clear and concise details. Collaborate with SOC Tier 1 analysts for initial assessment of events potentially impacting both infrastructure and security. Perform basic health checks on client applications, and Azure resources (e.g., VM status, basic alerts) as defined by SOPs. Maintain clear and consistent communication with team members, shift leads, and potentially clients regarding ticket status and ongoing issues. Diligently document all actions taken within the ticketing system. Participate in a rotational shift schedule Adhere strictly to defined shift schedules and handover protocols in a 24x7x365 environment. RequirementsTechnical Skills Foundational understanding of IT infrastructure concepts (networking: TCP/IP, DNS, DHCP; server OS: Windows Server OSs basics). Basic knowledge of firewall concepts and common platforms (e.g., Fortinet, Cisco, Check Point, Palo Alto). Basic understanding of backup concepts and familiarity with common backup platforms (e.g., Veeam). Familiarity with IT monitoring concepts and tools (ConnectWise Automate, Auvik preferred). Experience using IT Service Management (ITSM) or ticketing systems (ConnectWise Manage experience is a plus). Basic understanding of cloud computing concepts (Microsoft Azure preferred). Proficiency with standard office software (Microsoft Office Suite). Essential Skills Strong attention to detail and ability to follow procedures accurately. Basic analytical and troubleshooting skills. Excellent communication skills (written and verbal). Ability to work effectively within a team in a fast-pac .