Technical Operations Center Analyst

Salary Range: US $49,000.00 To US $50,000.00 Annually

• Monitor network, infrastructure, platform, and customer environment alerts using Zabbix, Grafana, and Solar Winds.
• Perform network monitoring of routers, switches, firewalls, and circuits for outages, latency, packet loss, and bandwidth utilization.
• Monitor infrastructure and platform health, including compute, storage, virtualization (VMware), and backup and replication services.
• Review, triage, and respond to alerts received through Opsgenie based on priority and service level objectives (SLOs), following on-call schedules and escalation policies.
• Ensure all alerts are acknowledged, documented, resolved, or escalated.
• Identify recurring or false-positive alerts and report them for tuning.
• Create and update tickets for incidents, service requests, and service disruptions in Jira Service Management (JSM).
• Escalate issues according to established procedures.
• Assist with initial troubleshooting and route issues to the appropriate teams.
• Coordinate with carriers, ISPs, and hardware vendors on circuit outages, hardware failures, and RMAs.
• Provide detailed shift handover notes to ensure operational continuity.

• Maintain accurate ticket notes and incident records.
• Contribute to shift reports and operational summaries.
• Maintain runbooks and knowledge base articles for recurring alerts and common troubleshooting steps.
• Identify trends, recurring issues, and potential risks using Grafana and Solar Winds dashboards and reports.

• Follow Think On operational procedures, security policies, and change management processes, including CAB workflows in Jira Service Management.
• Use monitoring, alerting, and ticketing systems (Zabbix, Grafana, Solar Winds, Opsgenie , and JSM) effectively.
• Participate in on-call coverage and incident response activities as required.

• Perform data center walkthroughs and health checks, reviewing equipment status, power (UPS/PDU), cooling, and environmental conditions.
• Monitor and elevate data center power and environmental alerts such as temperature, humidity, and leak detection.
• Provide remote and smart hands support under the direction of senior engineers, such as rack-and-stack, cabling, power cycling, and hardware or drive replacements.
• Assist with receiving and tracking hardware shipments, spare parts, and RMA returns, and with keeping asset and rack documentation current.
• Escort and log vendors and visitors in the data center in line with Think On's physical access policies.

• A Diploma or Degree in Information Technology, Computer Science, Networking, or a related field.
• Equivalent experience or certifications will be considered.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, routing, and firewalls.
• Familiarity with Windows and Linux operating systems.
• Ability to perform basic troubleshooting using tools such as ping, trace route, and nslookup .
• Basic understanding of monitoring concepts such as SNMP, syslog, and ICMP checks.
• Experience with monitoring, alerting, or ticketing tools such as Zabbix, Grafana, Solar Winds, Opsgenie , or Jira Service Management is an asset.
• Basic understanding of cloud and virtualization technologies is beneficial.
• Basic understanding of data center hardware, rack layouts, structured cabling, and power and cooling concepts is beneficial.

• CompTIA A+ or Network+ certification.
• Cisco CCNA, Microsoft, VMware, or similar entry-level certifications.
• Previous experience in a NOC, TOC, Help Desk, SOC, or IT Operations environment.
• Previous data center or colocation experience (remote or smart hands, rack-and-stack, cabling) is an…