NOC Communications Specialist :: Harrisburg, PA (Onsite)

NOC Communications Specialist - Harrisburg, PA

Duration: 5+ months | Onsite | 3rd Shift: 12:00am-8:30am

Seeking for a dedicated NOC Communications Specialist to provide first-line network technical support during after-hours. This role involves working closely with staff, vendors, and IT teams to ensure prompt service and resolution of network issues.

Role Description:

End-user Support

• Answer inbound phone calls regarding network issues from employees and vendors.
• Create and escalate ServiceNow trouble tickets for quick resolution of IT/Network issues.
• Collaborate with NOC T2 Engineers, staff, and third-party providers as needed.
• Research and update reference materials to resolve end-user issues.
• Follow IT Service Desk and Network Operator Knowledgebase procedures and suggest improvements.
• Promptly escalate high-priority issues.

Monitoring & Maintenance

• Utilize network management tools to monitor remote sites network and hardware.
• Actively monitor the status of networks and initiate appropriate actions.
• Respond to outages and system failures using established processes.
• Provide first-line investigation and diagnosis of network incidents.
• Escalate unresolved incidents for service restoration.
• Coordinate with network staff and vendors for service restoration.
• Monitor the ServiceNow 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.
• Monitor the network hotline and issue network status updates.
• Follow quality standards and display strong customer service skills.

Routine Tasks

• Assist network engineers and technicians with outstanding tasks.
• Update network operation and knowledgebase documentation.
• Participate in disaster recovery.
• Complete assigned tasks.

Required Skills:

• Excellent communication skills (written and oral).
• Ability to support end-users with varying IT skillsets.
• Ability to troubleshoot end-user issues and escalate as needed for quick resolution.
• Experience with incident management, call tracking, and ticketing software (preferably ServiceNow).
• 2+ years of previous systems administrator, help desk, and/or call center experience is highly desired.