NOC Analyst Tier II

Job Title: NOC Analyst Tier II

Location: Cleveland, OH

Position Type: Full-time

Schedule: Sun-Thurs / Tues-Sat

Shift: 1st, 2nd, and 3rd shift available

Pay Rate: $19/hr.

Summary:

The NOC Analyst 2 serves as the primary escalation point for Tier 1 events, managing and resolving complex incidents across multiple technologies (network, server, security, cloud). This role requires deep technical proficiency, strong incident management skills, and the ability to drive incidents to resolution while contributing to problem management activities.

Responsibilities:

• Conduct in-depth diagnostics and complex troubleshooting to identify root causes of critical and high-priority incidents, escalating only when necessary to specialized engineering.

• Own critical incidents from detection through resolution, coordinating response efforts, and leading technical bridge calls with internal teams and external vendors.

• Utilize advanced diagnostic tools (e.g., packet capture tools like Wireshark, advanced SNMP managers) to perform deep-level analysis.

• Review and validate upcoming infrastructure changes for potential operational impact and adherence to established change management procedures.

• Provide technical guidance and training to NOC Analyst 1 staff, fostering their development in diagnostic techniques.

Qualifications:

• Minimum of 3 years of progressive experience in a NOC or high-level technical support role (Tier 2 or above).

• Must be eligible for and able to successfully obtain and maintain a U.S. Government Public Trust clearance.

• Associate’s Degree in Information Technology, Computer Science, or a related field required (or equivalent work experience). Bachelor's degree preferred.

• ITIL v4 Foundation certification is highly desirable.