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.