NOC Technician Tier 2

Imagineeer is looking for a NOC Tier 2 Technician that will provide advanced technical support and troubleshooting for escalated network and system incidents, serving as a subject matter expert within the Network Operations Center. This role operates within a 7x24x365 NOC environment and is responsible for resolving complex technical issues while mentoring Tier 1 staff.

• Monitor and manage enterprise network infrastructure, servers, and applications using advanced monitoring and analysis tools
• Receive escalated incidents from Tier 1 technicians and perform in-depth troubleshooting and root cause analysis
• Diagnose and resolve complex network connectivity, performance, and configuration issues
• Perform advanced analysis of network traffic, system logs, and performance metrics to identify and resolve issues
• Execute configuration changes on network devices including routers, switches, firewalls, and load balancers
• Coordinate incident response activities and manage communication during major incidents or outages
• Collaborate with network engineers, system administrators, and vendors to resolve technical issues
• Develop and maintain runbooks, standard operating procedures, and technical documentation
• Provide technical guidance and mentorship to Tier 1 technicians
• Participate in problem management activities to identify and eliminate recurring issues
• Support planned maintenance windows by executing changes and monitoring systems during implementation
• Conduct post-incident reviews and contribute to continuous improvement initiatives
• Perform capacity planning analysis and provide recommendations for infrastructure improvements
• Manage and prioritize multiple critical incidents simultaneously
• Utilize remote access tools to troubleshoot and resolve issues on network devices and servers
• Create and update network diagrams, documentation, and knowledge base articles
• Participate in on-call rotation and respond to critical incidents outside normal business hours
• Validate and test backup and disaster recovery procedures
• Monitor and respond to security alerts and potential security incidents
• Generate reports on system availability, incident trends, and performance metrics

• Associate's degree in Computer Science, Information Technology, Network Engineering, or related field from an accredited college or university, OR equivalent combination of education and experience
• 3-5 years of hands-on experience in network operations, NOC environment, or similar technical support role
• Demonstrated experience troubleshooting complex network and system issues
• Experience working in a 7x24x365 operations environment
• Industry certifications such as CompTIA Network+, Cisco CCNA, or equivalent
• Advanced knowledge of TCP/IP networking, routing protocols (BGP, OSPF, EIGRP), and switching technologies
• Strong experience with network monitoring and management platforms (Solar Winds, Nagios, PRTG, Splunk, or similar)
• Proficiency in troubleshooting Cisco, Juniper, or other enterprise networking equipment
• Solid understanding of network services including DNS, DHCP, NTP, SNMP, and VPN technologies
• Experience with firewall technologies and security best practices
• Ability to analyze packet captures using Wireshark or similar tools
• Strong knowledge of Windows and Linux operating systems
• Experience with ticketing systems and ITSM platforms (Service Now, Remedy, Jira)
• Understanding of ITIL framework including incident, problem, and change management processes
• Excellent analytical and troubleshooting skills with systematic problem-solving approach
• Strong written and verbal communication skills for technical and non-technical audiences
• Ability to create clear, concise technical documentation and incident reports
• Experience working…