NOC Analyst

Role overview

This position is central to the customer experience delivered by Atturra Group. The NOC Analyst is expected to provide skilled, real-time technical support, with a strong focus on resolving issues at first contact wherever possible.

Operational delivery

• Handle customer access network issues along with the resolution of incidents and service requests.
• Work toward a high first-contact resolution rate to support an excellent customer experience.
• Manage incidents by keeping all relevant stakeholders updated promptly and escalating when required until the issue is resolved to the customer’s satisfaction, whether internal or external.
• Close cases efficiently and maintain accurate documentation for both customers and internal teams.

Incident and major incident handling

• Support incident coordination, including outage management, creation of technical bridges, and running them when needed.
• Organise war rooms for major incidents.
• Contribute to case reviews as requested.
• Track cases and service levels to help maintain a strong customer experience.
• Deliver professional services to customers and explain any related process steps or costs clearly.
• Carry out service request fulfilment and service provisioning.
• Prepare documentation to support the order-to-fulfilment process for professional services.

Inventory and asset control

• Identify inventory needs.
• Track and record assets in the appropriate registers.
• Follow internal processes to manage inventory visibility and cost control.

Continuous improvement and event management

• Look for opportunities to improve the overall function.
• Proactively monitor Atturra NZ network and infrastructure, including diagnosis and restoration activities.
• Identify risks and contribute to mitigation efforts.
• Work toward SLA performance targets.

Data centre access and compliance

• Support data centre access services.
• Ensure technicians attending data centres have the required health and safety certification and comply with site rules.

Personal development and workplace expectations

• Take ownership of personal performance and growth.
• Actively seek opportunities to develop individually and alongside the team leader.
• Provide data that helps measure progress against performance objectives.
• Work punctually and for the hours specified.
• Prioritise work based on business urgency and quality expectations.
• Contribute to a positive workplace culture.
• Communicate effectively and professionally with others.
• Use company resources responsibly within assigned authority levels.
• Perform all duties in this description and any other lawful tasks assigned by the business.
• Meet employment obligations and follow reasonable instructions promptly.
• Act in good faith and protect the organisation’s best interests.
• Devote working time and, where reasonably needed, additional time to carrying out job responsibilities.
• Demonstrate a visible commitment to health and safety in the workplace.

Qualifications and experience

The role calls for a tertiary qualification in network technology or an equivalent background, plus a relevant business-related degree. Candidates should have at least 2 years of experience working in a NOC environment within a business-to-business setting and 2 years of experience in an ITIL-based framework. Strong technical support capability for ICT and network services is essential, along with well-established relationships with stakeholders and vendors. The role also requires the ability to communicate confidently with senior executives, strong influencing and communication skills, and the flexibility to adapt to change.

Working conditions

This is a permanent full-time position based in Auckland, New Zealand.

About the employer

Atturra is a rapidly expanding ASX-listed advisory and IT solutions company operating across Australia, New Zealand, Singapore, Hong Kong and the USA. Its Managed Services division delivers hybrid IT, private cloud and connectivity services backed by long industry experience.

Culture and benefits

The organisation promotes innovation, collaboration, respect, dedication, camaraderie and excellence. Employees can access career growth through succession planning, internal mobility and mentorship, as well as professional development support through industry certifications. Additional benefits include an employee benefits, recognition and wellbeing platform, mental health support through an Employee Assistance Program, paid parental leave, and an employee referral program with monetary incentives.

Diversity and inclusion

Atturra welcomes applicants from all backgrounds, including veterans, Aboriginal and Torres Strait Islander people, people with disability, LGBTQI+ community members, culturally diverse individuals and other underrepresented groups. The company is also recognised as a Veteran Friendly Employer and aims to strengthen recruitment, support, retention and leadership opportunities for veterans.

Application process and talent pool

Applications must be submitted online through the company careers page. Late applications or applications sent by email will not be prioritised. Applicants should ensure their submission is complete and all required questions are answered. This recruitment process may also create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.

Agency notice

Recruitment is managed directly by the Talent Acquisition team. Only agencies on the official supplier list, with an approved fee agreement and a formal invitation for a specific vacancy, will be considered. Unauthorised submissions will not be accepted, and agencies are asked not to contact employees outside Talent Acquisition regarding hiring matters. Agencies interested in joining the supplier list may submit an expression of interest to the designated recruitment email address.