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Brightstar Lottery - Network Control Technician IV (17670)

Brightstar Lottery - Network Control Technician IV (17670)

The City of ProvidenceProvidence, RI, US
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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  • Log / report anomalies, missing backups, outdated firmware, or config drift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
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    Brightstar Lottery - Network Control Technician IV (17670) • Providence, RI, US