NOC Analyst Overnight Shift

Who you are

• Technical Literacy to analyze system alerts, navigate monitoring platforms, and support technical troubleshooting
• ITIL Frameworks to align incident resolution procedures with structured operational processes
• System Operations to maintain up-to-date knowledge of active applications and technical infrastructure
• Incident Resolution to drive technical issues toward timely completion under minimal supervision
• Cross-Functional Collaboration to build strong working relationships across Engineering and Management teams
• Customer Communication to address field inquiries clearly, professionally, and knowledgeably in high-urgency environments
• Technical support experience in a Help Desk, Service Desk, or Network Operations Center (NOC) environment
• Familiarity with ITIL processes and continuous improvement practices
• High School Diploma or equivalent with 2+ years of technical customer support experience
• Must be a US Citizen
• Must be able to pass background checks as required for certain sensitive customer systems
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team

What the job involves

• We are seeking an Overnight Tier 1 NOC Analyst to join our team in Schaumburg, IL
• In this role, you will observe and analyze system performance to support continuous uptime across critical infrastructure
• You will help to provide rapid incident resolution, working in a 24x7 Network Operations Center environment during overnight shifts and weekends
• Candidates bringing a Bachelor's degree or equivalent practical experience in technical customer support are encouraged to apply
• System & Infrastructure Monitoring
• Analyze system metrics across infrastructure tools to identify potential service disruptions and help to ensure adherence to uptime agreements
• Differentiate between transient issues and critical service outages to determine effective initial response pathways
• Observe outage recovery through completion, verifying restoration and documenting diagnostic steps taken
• Incident Management & Ownership
• Drive incident management workflows to help to deliver timely resolutions within established operational standards
• Take ownership of major operational disruptions, identifying, coordinating, and leveraging appropriate technical resources
• Escalate complex incidents to specialized technical teams while maintaining active collaboration until complete resolution
• Customer Support & Operational Collaboration
• Respond to escalated service requests in a professional manner, maintaining a strong commitment to customer system needs
• Coordinate cross-functional resolution efforts across internal technical teams and external service vendors
• Adhere to ethical access protocols, ensuring customer system entry is limited strictly to failure evaluations and repair verifications

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans