Comms Specialist *2nd Shift*

Job Title: NOC Communications Specialist / Network Operational Monitoring

Harrisburg,PA
Onsite

Role Description

End-User Support

• Answer inbound phone calls concerning network issues from internal employees, vendors, and external service partners.

• Create, manage, and escalate ServiceNow trouble tickets to Engineers, Tier 2 staff, and third-party service providers to ensure the rapid resolution of IT/Network issues.

• Collaborate with NOC Tier 2 Engineers, internal staff, contracted personnel, and third-party providers as necessary.

• Research and update reference publications and diagnostic aids to locate the information required to resolve end-user issues.

• Follow IT Service Desk and Network Operator Knowledgebase procedures, recommending improvements when necessary.

• Promptly and properly escalate high-priority and critical issues.

Monitoring & Maintenance

• Utilize network management tools (such as SolarWinds and SquaredUp) to monitor remote site networks and hardware.

• Actively monitor the status of enterprise networks and attached network assets using established tools, promptly initiating appropriate actions.

• Respond to outages and system failures utilizing established escalation processes.

• Provide first-line investigation and diagnosis of network incidents, accurately logging all details and assigning appropriate incident priority.

• Escalate after-hours incidents to on-call staff for resolution.

• Promptly assign unresolved incidents to higher-tier support or external providers to coordinate service restoration, ensuring all necessary information is captured for outage tracking.

• Coordinate directly with network staff and hardware/software vendors to assist with service restoration based on active alarm conditions.

• Actively monitor and manage the ServiceNow ticket queue.

• Monitor designated IT email accounts for system event messages and initiate action as required.

• Proactively identify, troubleshoot, and resolve network problems.

Communication

• Act as the primary network support contact for employees and business partners outside of regular business hours.

• Perform Enterprise Incident communications using defined processes and approved templates.

• Monitor the dedicated network hotline during required coverage hours.

• Issue network status updates utilizing established communication procedures.

• Adhere to quality standards and consistently display strong customer service skills.

Routine Tasks

• Assist network engineers and technicians with outstanding administrative or technical tasks.

• Update network operations and knowledgebase documentation.

• Participate in scheduled and unscheduled disaster recovery exercises or events.

• Complete all other assigned tasks as required by IT leadership.

Required Skills

• Exceptional written and verbal communication skills.

• Clear speaking voice with excellent phone etiquette and professionalism.

• Proven ability to support end-users with varying levels of IT proficiency.

• Strict adherence to standard operating procedures, operational directions, and knowledgebase documentation.

• High adaptability to organizational and technical change.

• Highly resourceful with a strong attention to detail.

• Excellent organizational and time-management skills.

• Strong ability to troubleshoot end-user issues and appropriately escalate to ensure quick resolution.

• Hands-on experience with incident management, call tracking, and ticketing software (ServiceNow preferred).

• 2+ years of previous experience in system administration, help desk support, or a technical IT call center environment is highly preferred.