Network Control Technician

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.

Overview

Brightstar is seeking a skilled and motivated NOC Analyst to join our Network Operations Center. This is not an entry-level position - it's ideal for someone with 1-3 years of experience who’s ready to take on deeper responsibilities in a fast-growing managed services environment. You will play a critical role in real-time monitoring, alert response, and Tier 1.5-level troubleshooting with direct exposure to advanced tools, networking infrastructure, and security operations.

Responsibilities

• Monitor complex production environments using advanced NMS and RMM platforms
• Triage and resolve alerts related to last mile routers, firewalls, network devices, servers, and connectivity
• Troubleshoot VPN, DNS, DHCP, routing, and access control issues using documented runbooks
• Escalate unresolved issues with detailed analysis to Tier 2/3 engineers
• Perform recurring system health checks, firmware status reviews, and patch audit tasks
• Update technical documentation, client network diagrams, and Standard Operations Procedures
• Assist with initial response to security alerts (SIEM, firewall logs)
• Communicate effectively with clients and internal teams to ensure service levels are met
• Contribute to continuous improvement of NOC procedures and automation

Key Tasks

1. Monitor Network Health

• Watch dashboards (NMS/RMM) for uptime, latency, bandwidth, hardware health
• React to alerts related to firewalls, switches, routers, VPN

2. Triage and Resolve Incidents

• Follow SOPs and playbooks to resolve issues on the first touch
• Perform remote diagnostics (e.g., ping, traceroute, interface status, service checks)

3. Escalate with Context

• Properly escalate tickets with detailed notes and logs to Tier 2/3
• Clearly communicate issue severity and customer impact

4. Run System Health Checks

• Perform daily/weekly health scripts or dashboard reviews
• Log/report anomalies, missing backups, outdated firmware, or config drift

5. Document Work

• Update network diagrams, asset lists, IPAM, and config documentation
• Write or refine SOPs and troubleshooting guides

6. Assist Security & Patching

• Respond to firewall or SIEM alerts based on predefined criteria
• Assist with vulnerability patching cycles and firmware status reporting

7. Client Communication

• Provide updates on incidents and resolutions in a clear, professional tone
• Assist with onboarding tasks (site checks, asset inventory, diagram verification)

Qualifications

Education:

• High School degree or equivalent; associates degree preferred.

Experience:

• 4 - 6 years of related experience is required.

Requirements:

• 1-3 years experience in a NOC, help desk, or managed services environment
• Solid understanding of networking fundamentals (IP, routing, VLANs, NAT, ACLs)
• Hands-on experience with at least one of the following: Fortinet, Cisco, Palo Alto
• Familiarity with RMM/NMS tools (PRTG, Zabbix, ConnectWise, LogicMonitor, etc.)
• Experience handling ticket workflows and escalations in tools like Jira or ServiceNow
• Strong documentation and communication skills
• Availability to work in a shift-based schedule, including evenings or weekends as needed

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $49,920 - $67,500. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

Immigration sponsorship is not available for this role.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.