Network Operational Monitoring Specialist (1st Shift) - Harrisburg, PA
Duration: 3 Months (Onsite)
Job Overview:
Seeking for a Network Operational Monitoring Specialist to provide first-line network technical support outside of regular business hours. The role requires a technical individual with a customer-service mindset to collaborate with vendors, service providers, and IT staff. The individual must be able to work independently, manage workload effectively, and ensure prompt service and resolution of end-user issues.
Responsibility:
- End-user Support:
- Answer inbound calls regarding network issues from employees and vendors.
- Create and escalate Service Now trouble tickets for quick resolution of IT/Network issues.
- Collaborate with NOC T2 Engineers and third-party providers as needed.
- Research and update reference materials to resolve end-user issues.
- Follow IT Service Desk procedures and recommend improvements.
- Escalate high priority issues promptly and properly.
- Monitoring & Maintenance:
- Use network management tools to monitor network and hardware.
- Respond to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents.
- Coordinate with network staff and vendors for service restoration.
- Monitor Service Now ticket queue and email accounts for event messages.
- Proactively identify and resolve problems.
- Communication:
- Act as the primary network contact outside regular business hours.
- Perform Enterprise Incident communications using defined processes.
- Issue network status updates following established procedures.
- Maintain strong customer service skills.
- Routine Tasks:
- Assist network engineers and technicians with tasks.
- Update network operation and knowledgebase documentation.
- Participate in disaster recovery.
- Complete assigned tasks.
Required Skills:
- Ability to support end-users with varying IT skillsets.
- Ability to troubleshoot end-user issues and escalate as needed.
- Experience with incident management, call tracking, and ticketing software (preferably ServiceNow).
- Detail-oriented, resourceful, and adaptable to change.
- Excellent organizational skills.