Job Overview
The NOC Communications Specialist provides first-line, after-hours and weekend network support to employees and business partners. This role monitors network systems and infrastructure, responds to incidents and outages, manages and escalates service tickets, and coordinates with network engineers, IT staff, vendors, and service providers to support timely issue resolution. The position requires strong customer service, communication, troubleshooting, and organizational skills, with the ability to work independently in a fast-paced operational environment.
Job Duties
- Answer inbound calls regarding network issues from employees, business partners, vendors, and other authorized users.
- Create, document, and escalate ServiceNow trouble tickets to engineers, Tier 2 support personnel, and third-party service providers.
- Work with network engineers, IT staff, contracted personnel, and third-party providers to investigate and resolve network issues.
- Research reference materials, diagnostic aids, knowledgebase documentation, and standard operating procedures to support issue resolution.
- Follow established IT Service Desk, Network Operator, knowledgebase, and standard operating procedures.
- Promptly identify and escalate high-priority incidents according to established processes.
- Monitor network sites and hardware using network management tools such as SolarWinds and SquaredUp.
- Monitor the status of networks and connected network assets and initiate appropriate action when issues are identified.
- Respond to network outages and system failures using established escalation procedures.
- Perform first-line investigation and diagnosis of network incidents while documenting incident details and priorities.
- Escalate after-hours incidents to the appropriate personnel for resolution.
- Assign unresolved incidents to higher-tier support or service providers and coordinate the restoration of service.
- Coordinate with network staff and vendors to assist with service restoration based on alarm conditions.
- Actively monitor the ServiceNow ticket queue and take appropriate action on outstanding incidents.
- Monitor designated email accounts for event notifications and initiate appropriate response activities.
- Proactively identify and resolve problems when possible.
- Serve as the primary network contact for employees and business partners outside of regular business hours.
- Perform enterprise incident communications using defined processes and approved templates.
- Monitor the network hotline during assigned coverage hours.
- Provide network status updates using established procedures.
- Maintain quality standards and deliver professional customer service.
- Assist network engineers and technicians with outstanding operational tasks.
- Update network operations and knowledgebase documentation.
- Participate in disaster recovery activities.
- Complete assigned tasks and operational responsibilities.
Required Qualifications
- Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
- Ability to support end users with varying IT skillsets.
- Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution.
- Excellent communication skills, both written and oral.
Highly Desired Qualifications
- 2+ years of previous systems administrator, help desk, and/or call center experience.