Brightstar Lottery - Network Control Technician IV (17670)

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.OverviewBrightstar is seeking a skilled and motivated Level 1 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.ResponsibilitiesMonitor complex production environments using advanced NMS and RMM platformsTriage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivityTroubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooksEscalate unresolved issues with detailed analysis to Tier 2/3 engineersPerform recurring system health checks, firmware status reviews, and patch audit tasksUpdate technical documentation, client network diagrams, and Standard Operations ProceduresAssist with initial response to security alerts (SIEM, firewall logs)Communicate effectively with clients and internal teams to ensure service levels are metContribute to continuous improvement of NOC procedures and automationKey Tasks1. Monitor Network HealthWatch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware healthReact to alerts related to firewalls, switches, routers, VPNs2. Triage and Resolve IncidentsFollow SOPs and playbooks to resolve issues on the first touchPerform remote diagnostics (e.g., ping, traceroute, interface status, service checks)3. Escalate with ContextProperly escalate tickets with detailed notes and logs to Tier 2/3Clearly communicate issue severity and customer impact4. Run System Health ChecksPerform daily/weekly health scripts or dashboard reviewsLog/report anomalies, missing backups, outdated firmware, or config drift5. Document WorkUpdate network diagrams, asset lists, IPAM, and config documentationWrite or refine SOPs and troubleshooting guides6. Assist Security & PatchingRespond to firewall or SIEM alerts based on predefined criteriaAssist with vulnerability patching cycles and firmware status reporting7. Client CommunicationProvide updates on incidents and resolutions in a clear, professional toneAssist with onboarding tasks (site checks, asset inventory, diagram verification)Key AttributesCritical Thinking Can follow runbooks but knows when to escalate or ask the right questionsAttention to DetailAccurately logs incidents, checks firmware versions, tracks status flagsInitiative Proactively suggests SOP improvements or notices trends in recurring issuesTechnical Curiosity Wants to learn firewalls, VLANs, SIEMs, scripting - not just "reset the router"Calm Under Pressure Remains composed during outages and communicates effectively to internal teamsStrong Communicator Can translate alerts and errors into simple, actionable info for both techs & clientsDocumentation-Oriented Takes pride in leaving behind clear notes, updated diagrams, and step-by-step fixesShift Flexibility Willing to work different hours as part of a 24/7 support modelQualificationsEducation:High School degree or equivalent; associates degree preferred.Experience:4 - 6 years of related experience is required.Requirements1-3 years experience in a NOC, help desk, or managed services environmentSolid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs)Hands-on experience with at least one of the following: Fortinet, Cisco, Palo AltoFamiliarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.)Experience handling ticket workflows and escalations in tools like Jira or ServiceNowStrong documentation and communication skillsAvailability to work in a shift-based schedule, including evenings or weekends as neededKeys to SuccessBuilding collaborative relationshipsDecision makingDrive resultsFoster innovationPersonal energySelf-leadership#LI-DAKAt Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $44,400 - $100,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable. Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.