IT Operations Support Analyst

Tier 2 ITOC Support AnalystRemoteContract with potential to-hire$20-25/hr. depending on experience

Brooksource is seeking a Tier 2 ITOC Support Analys to support our Fortune 200 energy generation client to help manage alerts, coordinate response efforts, and support enterprise incident management. The role is central to a broader Service Operations transformation and offer future opportunities to grow into Network Operations, Network Security, or Major Incident Management.

As a Tier 2 ITOC Support Analyst, you will be part of a critical support team overseeing enterprise remote sites, network circuits, and infrastructure systems. You’ll work closely with Major Incident Managers, Tier 1 teams, and vendors to triage alerts, troubleshoot issues, manage escalations, and document impact. This is a great role for a candidate with 1–3 years of hands-on IT ops experience who’s looking to build a long-term career in infrastructure, networking, or incident response. If you are interested in learning more, or feel that you are a good fit, we encourage you to apply!

Basic Qualifications:

• 1–3 years of experience in IT operations, NOC, or service desk environments.
• Strong critical thinking and situational awareness under pressure.
• Foundational understanding of networking concepts and how systems connect (Base OSI model, circuits, routers, firewalls).
• Familiarity with ServiceNow (or other ITSM tools) for ticketing, requests, and knowledge management.
• Comfort with alert triage and remote diagnostics (no hands-on switch/router config required).
• Solid communication skills, including documentation and coordination across distributed teams.

Preferred Qualifications:

• Previous exposure to Major Incident Management or escalation workflows.
• Experience working with remote site infrastructure and vendor escalations.
• Familiarity with ITIL practices and structured change management.

Responsibilities:

• Monitor, investigate, and respond to network and infrastructure alerts using tools like Network Node Manager, Cisco Meraki, and Data Center Network Manager.
• Escalate issues to vendors (e.g., Verizon, AT&T, Frontier, Lumen) and coordinate remote hands or site visits as needed.
• Support ITOC and Major Incident Management processes—triaging alerts, tracking impact, and documenting status in real-time.
• Manage incident and change tickets in ServiceNow, including regulated access requests, O365 account management, and password/token resets.
• Perform basic troubleshooting across remote routers, firewalls, and circuits—without configuring them directly.
• Apply foundational knowledge of the OSI model and network architecture to identify issues and coordinate with engineers.
• Facilitate updates to SOPs, shift calendars, and Knowledge Articles within ServiceNow to ensure continuity and process compliance.
• Collaborate with Tier 1 analysts (based in Brazil) and provide mentoring/support as needed.
• Support a structured alerting and incident response playbook, ensuring consistent communication with senior leadership and MIMs.
• Execute service requests across platforms such as Panorama, Micetro, Nagios, SQL Developer, and others.
• Act as a central coordinator across database teams, MIMs, vendors, and business stakeholders.

What’s in it for you?

You’ll be part of a high-visibility, business-critical transformation at the largest producer of carbon-free energy in the U.S., working to modernize operations and accelerate the path to a sustainable, clean energy future. You’ll join a collaborative, forward-thinking architecture team and have direct access to ServiceNow’s roadmap and best practices.