The Tier 2 NOC Analyst monitors client environments using RMM and SIEM tools to triage, validate, and respond to system alerts. They also handle after-hours service requests, perform root cause analysis, and escalate complex issues to Tier 3 teams.
The Tier 1 Support Analyst serves as the primary point of contact for clients, troubleshooting technical issues across hardware, software, and network systems. They are responsible for managing help desk tickets, maintaining accurate documentation, and escalating complex issues while ensuring high-quality customer service.
