NOC Tier2 Analyst, Digital

General Position Summary: As a key member of the Managed Services Security team the NOC Tier 2 Analyst will handle advanced infrastructure incidents, performing in-depth troubleshooting across networks, servers, firewalls, backups, and Azure cloud environments. Responsibilities include patch management, configuration changes, backup and restore operations, and Azure tasks. The Tier 2 Analyst will also need to support the development/update of SOPs, guide and mentor Tier 1 Analysts and effectively collaborate with other Managed Services teams like SOC to manage and resolve critical issues. Strong diagnostic skills and experience with platforms like Windows Server, Fortinet, Cisco, and Veeam are essential. National in scope and local in focus, MNP is one of Canada’s largest professional service firms providing client-focused accounting, consulting, tax, and digital services to clients. Founded in 1958, MNP today is a CAD 2 billion+ organization with 9600+ employees and 154 offices across Canada. MNP prides itself on being an ‘advisor’ to its clients (individuals, businesses, and organizations), focusing on their success by delivering personalized strategies and solutions that help clients reach their full potential — wherever business takes them. MNP set up MNP SPARK its GCC in Bangalore in May 2025 with a focus on enabling the firm to drive growth, efficiency, customer delight and innovation, by leveraging high quality talent in India. MNP Spark is like any other MNP region/office - front facing, client focused but working with all MNP regions in Canada to deliver services. DIGITAL is the fastest growing service line of MNP and focuses on enabling customers to define build and manage their digital journey. It focuses on enabling the right technology solutions to drive business outcomes for its clients. Digital at MNP Spark is focused on building the core competencies across the technology spectrum to help drive the firms Digital Agenda. Responsibilities: Investigate, diagnose, and resolve escalated application, and infrastructure incidents related to network connectivity, server performance (Windows/Linux), firewall issues, backup failures, application availability, and Azure resource problems. Analyze performance metrics and logs from monitoring tools (e.g., ConnectWise Automate, Auvik, Azure Monitor, Backup consoles) to identify root causes and potential bottlenecks across network, server, and firewall infrastructure. Manage and execute scheduled patch deployment cycles for operating systems (Windows Server OSs) and applications using ConnectWise Automate, ensuring compliance and minimizing disruption. Implement approved configuration changes on network devices, servers, and firewalls (e.g., Fortinet, Cisco, Check Point, Palo Alto) according to existing change management processes. Perform Server Monitoring and Management tasks including in-depth performance analysis, troubleshooting OS-level issues, managing server roles/features, and applying configuration changes. Perform Firewall Monitoring and Management tasks including analyzing firewall logs, troubleshooting connectivity issues, implementing rule changes under guidance/SOPs, and managing firewall configurations. Manage backup operations, including troubleshooting backup job failures, performing file/folder and potentially VM/application-level restores using platforms like Veeam, and verifying backup integrity. Manage and verify the backup of network device and firewall configurations according to defined procedures. Perform defined operational tasks within client Microsoft Azure environments (e.g., VM resizing, service restarts, basic configuration adjustments, responding to Azure Advisor alerts). Collaborate effectively with SOC analysts during integrated incidents, providing infrastructure context (network, server, firewall, backup status) and executing coordinated response actions. Document incident resolution steps, technical findings, and configuration changes accurately within the ticketing system (ConnectWise Manage) and knowledge base. Contribute to the creation, refinement, and maintenance of NOC Standard Operating Procedures (SOPs) and technical documentation, including backup and restore procedures. Mentor Tier 1 NOC Analysts and support their technical growth. Requirements Skills - Between 4–6 years in IT infrastructure roles (NOC, Systems, Network, Backup, or Firewall Admin). Intermediate-to-advanced knowledge of Windows Server OSs administration (Active Directory, DNS, DHCP, Group Policy). Linux administration skills are a plus. Solid understanding of networking concepts and protocols (TCP/IP, routing, switching, VLANs, firewalls, VPNs). Hands-on experience with Remote Monitoring and Management (RMM) tools (ConnectWise Automate and ConnectWise ScreenConnect strongly preferred). Experience with patch management processes and tools. Experience managing and troubleshooting firewall platforms (e.g., Fortinet, Cisco, Check Point, Palo Alto). Proficiency with backup and recovery solutions, particularly Veeam Backup & Replication (experience with other platforms is beneficial). Understanding of virtualization technologies (VMware vSphere, Microsoft Hyper-V). Foundational administration experience with Microsoft Azure (Virtual Machines, Virtual Networks, Azure Storage, Azure Monitor basics). Basic scripting skills (PowerShell preferred) for automation and task execution. Experience with network monitoring tools (e.g., Auvik) is beneficial. Strong problem-solving, communication, and multitasking abilities. Detail-oriented, collaborative, and mentoring-focused. Ability to mentor small teams of Analysts. Ability to manage internal and client stakeholders especially during escalations. Educational Qualifications Bachelor of Technology/Engineering Or Bachelor / Master’s in Computer Application Certifications – Relevant certifications are highly desirable, such as: § CompTIA Network+, CompTIA Server+, CompTIA Security+ § Microsoft Certified: Azure Administrator Associate (AZ-104) or equivalent Azure experience. § Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800/801) or older MCSA/MCSE. § Relevant firewall vendor certifications (e.g., Fortinet NSE, Cisco CCNA Security, Check Point CCSA, Palo Alto PCNSA). § Veeam Certified Engineer (VMCE) or similar backup technology certification. Experience At least 4 years of experience in an IT help desk, technical support.