NOC Communications Specialist

Location: Harrisburg, PA

Duration - 8+ weeks

Job Summary

We are seeking a customer-focused NOC Communications Specialist to provide first-line network technical support to employees, business partners, vendors, and IT teams outside of regular business hours.

The NOC Communications Specialist will provide Level 1 support, monitor enterprise network infrastructure, respond to network outages and incidents, create and escalate ServiceNow tickets, and coordinate with Tier 2 engineers, network teams, and third-party service providers to ensure timely resolution.

The ideal candidate will have strong communication and customer-service skills, technical troubleshooting abilities, attention to detail, and the ability to work independently in a fast-paced NOC environment.

End-User Support

• Answer inbound calls regarding network and IT issues from employees, business partners, vendors, and other authorized users.
• Create, document, update, and escalate ServiceNow trouble tickets to engineers, Tier 2 support teams, and third-party service providers.
• Work closely with NOC Tier 2 engineers, technical staff, contractors, and external service providers.
• Research reference materials, diagnostic aids, and knowledgebase resources to troubleshoot and resolve end-user issues.
• Follow established IT Service Desk and Network Operator Knowledgebase procedures.
• Recommend improvements to support procedures and documentation when appropriate.
• Promptly identify and escalate high-priority incidents.

Network Monitoring & Maintenance

• Utilize network monitoring and management tools such as SolarWinds and SquaredUp.
• Monitor enterprise networks, remote sites, and connected network assets.
• Monitor network and hardware status using established tools and initiate appropriate action when issues are detected.
• Respond to network outages, system failures, and service degradation using established escalation procedures.
• Perform first-line investigation and diagnosis of network incidents.
• Log incident details accurately and assign appropriate priority levels.
• Escalate after-hours incidents to appropriate technical staff.
• Assign unresolved incidents to higher-tier support teams or service providers to coordinate restoration of service.
• Coordinate with network personnel and vendors to assist with service restoration based on alarm conditions.
• Actively monitor the ServiceNow ticket queue.
• Monitor designated organizational email accounts for network and event notifications and initiate appropriate action.
• Proactively identify potential problems and assist with resolution.

Communication & Customer Service

• Serve as a primary network contact for employees and business partners outside of regular business hours.
• Execute enterprise incident communications using established processes and approved templates.
• Monitor the network hotline during assigned coverage hours.
• Issue network status updates according to established procedures.
• Maintain strong customer-service standards and professional communication.
• Clearly communicate technical issues and resolution status to users and technical teams.

Routine Responsibilities

• Assist network engineers and technicians with outstanding operational tasks.
• Update network operations documentation and knowledgebase materials.
• Participate in disaster recovery activities.
• Complete assigned operational and technical tasks.
• Maintain accurate records of incidents, troubleshooting activities, and resolutions.

Required Skills & Qualifications

• Excellent written and verbal communication skills.
• Excellent telephone etiquette and ability to communicate technical information clearly.
• Ability to support end users with varying levels of technical knowledge.
• Ability to follow established operating procedures, knowledgebase documentation, and standard operating procedures.
• Strong ability to adapt to changing priorities and situations.
• Detail-oriented and resourceful approach to troubleshooting.
• Excellent organizational and time-management skills.
• Ability to troubleshoot end-user and network-related issues and escalate appropriately.
• Experience with incident management, call tracking, and ticketing systems.
• Strong customer-service mindset.
• Ability to work independently while collaborating effectively with technical teams.

Preferred Experience

• 2+ years of experience in one or more of the following:
  • Systems Administration
  • IT Help Desk
  • NOC/Network Operations
  • Technical Support
  • Call Center/Service Desk
• Experience with ServiceNow or similar IT service management platforms.
• Experience working with network monitoring tools.
• Experience supporting enterprise network environments.