Network Operations Center (NOC) Communications Specialist

Job Overview

We are seeking a Network Operations Center (NOC) Communications Specialist to provide after-hours and weekend Level 1 network support for a 24/7 enterprise environment. This role serves as the first point of contact for network-related incidents, ensuring timely issue intake, troubleshooting, escalation, and communication while maintaining exceptional customer service. The ideal candidate is technically proficient, highly organized, and capable of working independently in a fast-paced operations environment.

Job Duties

• Answer inbound calls and emails related to network support issues.
• Create, update, and escalate incident tickets using the ticketing system.
• Monitor network alerts and respond to outages following established procedures.
• Perform basic troubleshooting and escalate complex issues to higher-level support teams.
• Coordinate with technical staff, vendors, and service providers to help restore network services.
• Monitor support queues, alerts, and operational communications during assigned shifts.
• Provide timely status updates and maintain accurate incident documentation.
• Follow established processes, knowledge base articles, and standard operating procedures.
• Assist with maintaining operational documentation and support other network operations tasks as assigned.

Required Skills

• 2+ years of systems administrator, help desk, and/or call center experience. (Highly desired)
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.
• Ability to support end users with varying levels of IT proficiency.
• Ability to troubleshoot end-user issues and escalate appropriately to ensure timely resolution.
• Excellent written and verbal communication skills.