Network Control Technician

Overview

Brightstar is seeking a skilled and motivated NOC Analyst to join our Network Operations Center. This is not an entry-level position — it's ideal for someone with 1–3 years of experience who’s ready to take on deeper responsibilities in a fast-growing managed services environment. You will play a critical role in real-time monitoring, alert response, and Tier 1.5-level troubleshooting with direct exposure to advanced tools, networking infrastructure, and security operations.

Responsibilities

• Monitor complex production environments using advanced NMS and RMM platforms
• Triage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivity
• Troubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooks
• Escalate unresolved issues with detailed analysis to Tier 2/3 engineers
• Perform recurring system health checks, firmware status reviews, and patch audit tasks
• Update technical documentation, client network diagrams, and Standard Operations Procedures
• Assist with initial response to security alerts (SIEM, firewall logs)
• Communicate effectively with clients and internal teams to ensure service levels are met
• Contribute to continuous improvement of NOC procedures and automation

Key Tasks

1. Monitor Network Health

• Watch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware health
• React to alerts related to firewalls, switches, routers, VPN

2. Triage and Resolve Incidents

• Follow SOPs and playbooks to resolve issues on the first touch
• Perform remote diagnostics (e.g., ping, traceroute, interface status, service checks)

3. Escalate with Context

• Properly escalate tickets with detailed notes and logs to Tier 2/3
• Clearly communicate issue severity and customer impact

4. Run System Health Checks

• Perform daily/weekly health scripts or dashboard reviews
• Log/report anomalies, missing backups, outdated firmware, or config drift

5. Document Work

• Update network diagrams, asset lists, IPAM, and config documentation
• Write or refine SOPs and troubleshooting guides

6. Assist Security & Patching

• Respond to firewall or SIEM alerts based on predefined criteria
• Assist with vulnerability patching cycles and firmware status reporting

7. Client Communication    

• Provide updates on incidents and resolutions in a clear, professional tone
• Assist with onboarding tasks (site checks, asset inventory, diagram verification)

Qualifications

Education:

• High School degree or equivalent; associates degree preferred.

Experience:

• 4 - 6 years of related experience is required.

Requirements:

• 1–3 years experience in a NOC, help desk, or managed services environment
• Solid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs)
• Hands-on experience with at least one of the following: Fortinet, Cisco, Palo Alto
• Familiarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.)
• Experience handling ticket workflows and escalations in tools like Jira or ServiceNow
• Strong documentation and communication skills
• Availability to work in a shift-based schedule, including evenings or weekends as needed

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

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