The City of Providence
Brightstar Lottery - Network Control Technician IV (17670)
The City of Providence, Providence, Rhode Island, us, 02912
Level 1 Noc Analyst
Brightstar 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 13 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. Responsibilities
Monitor complex production environments using advanced NMS and RMM platforms Triage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivity Troubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooks Escalate unresolved issues with detailed analysis to Tier 2/3 engineers Perform recurring system health checks, firmware status reviews, and patch audit tasks Update technical documentation, client network diagrams, and Standard Operations Procedures Assist with initial response to security alerts (SIEM, firewall logs) Communicate effectively with clients and internal teams to ensure service levels are met Contribute to continuous improvement of NOC procedures and automation Key Tasks
1. Monitor Network Health Watch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware health React to alerts related to firewalls, switches, routers, VPNs 2. Triage and Resolve Incidents Follow SOPs and playbooks to resolve issues on the first touch Perform remote diagnostics (e.g., ping, traceroute, interface status, service checks) 3. Escalate with Context Properly escalate tickets with detailed notes and logs to Tier 2/3 Clearly communicate issue severity and customer impact 4. Run System Health Checks Perform daily/weekly health scripts or dashboard reviews Log/report anomalies, missing backups, outdated firmware, or config drift 5. Document Work Update network diagrams, asset lists, IPAM, and config documentation Write or refine SOPs and troubleshooting guides 6. Assist Security & Patching Respond to firewall or SIEM alerts based on predefined criteria Assist with vulnerability patching cycles and firmware status reporting 7. Client Communication Provide updates on incidents and resolutions in a clear, professional tone Assist with onboarding tasks (site checks, asset inventory, diagram verification) Key Attributes
Critical Thinking Attention to Detail Initiative Technical Curiosity Calm Under Pressure Strong Communicator Documentation-Oriented Shift Flexibility Qualifications
Education: High School degree or equivalent; associates degree preferred. Experience: 4 - 6 years of related experience is required. Requirements
13 years experience in a NOC, help desk, or managed services environment Solid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs) Hands-on experience with at least one of the following: Fortinet, Cisco, Palo Alto Familiarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.) Experience handling ticket workflows and escalations in tools like Jira or ServiceNow Strong documentation and communication skills Availability to work in a shift-based schedule, including evenings or weekends as needed Keys to Success
Building collaborative relationships Decision making Drive results Foster innovation Personal energy Self-leadership
Brightstar 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 13 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. Responsibilities
Monitor complex production environments using advanced NMS and RMM platforms Triage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivity Troubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooks Escalate unresolved issues with detailed analysis to Tier 2/3 engineers Perform recurring system health checks, firmware status reviews, and patch audit tasks Update technical documentation, client network diagrams, and Standard Operations Procedures Assist with initial response to security alerts (SIEM, firewall logs) Communicate effectively with clients and internal teams to ensure service levels are met Contribute to continuous improvement of NOC procedures and automation Key Tasks
1. Monitor Network Health Watch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware health React to alerts related to firewalls, switches, routers, VPNs 2. Triage and Resolve Incidents Follow SOPs and playbooks to resolve issues on the first touch Perform remote diagnostics (e.g., ping, traceroute, interface status, service checks) 3. Escalate with Context Properly escalate tickets with detailed notes and logs to Tier 2/3 Clearly communicate issue severity and customer impact 4. Run System Health Checks Perform daily/weekly health scripts or dashboard reviews Log/report anomalies, missing backups, outdated firmware, or config drift 5. Document Work Update network diagrams, asset lists, IPAM, and config documentation Write or refine SOPs and troubleshooting guides 6. Assist Security & Patching Respond to firewall or SIEM alerts based on predefined criteria Assist with vulnerability patching cycles and firmware status reporting 7. Client Communication Provide updates on incidents and resolutions in a clear, professional tone Assist with onboarding tasks (site checks, asset inventory, diagram verification) Key Attributes
Critical Thinking Attention to Detail Initiative Technical Curiosity Calm Under Pressure Strong Communicator Documentation-Oriented Shift Flexibility Qualifications
Education: High School degree or equivalent; associates degree preferred. Experience: 4 - 6 years of related experience is required. Requirements
13 years experience in a NOC, help desk, or managed services environment Solid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs) Hands-on experience with at least one of the following: Fortinet, Cisco, Palo Alto Familiarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.) Experience handling ticket workflows and escalations in tools like Jira or ServiceNow Strong documentation and communication skills Availability to work in a shift-based schedule, including evenings or weekends as needed Keys to Success
Building collaborative relationships Decision making Drive results Foster innovation Personal energy Self-leadership