GuideIT

Analyst

• Monitor infrastructure systems and execute approved patching activities for servers, WAPs, switches, and firewalls
• Follow defined patching schedules and maintenance windows, including validation and documentation of patch completion
• Provide overnight monitoring and operational coverage in a 24x7x365 environment
• Serve as a floating resource, filling in for team members during PTO, holidays, and schedule gaps
• Engage with Infrastructure teams for downed devices, patch-related issues, and high-priority incidents
• Perform initial troubleshooting and escalate unresolved incidents appropriately
• Ensure accurate and complete documentation for all tickets handled
• Investigate infrastructure and data anomalies to help determine possible root causes
• Maintain working knowledge of supported systems and associated documentation
• Perform Level 1 infrastructure activities (incidents and service requests) using established, repeatable procedures
• Ensure clear handoffs between shifts through detailed ticket notes and communication

NOC Analyst