NOC Communications Specialist 2nd Shift

Position: NOC Communications Specialist
Shift: 2nd Shift
Schedule: Saturday Wednesday, 4:00 PM 12:30 AM
Days Off: Thursday & Friday
Hours: 37.5 hours per week
Work Arrangement: On-site
Location: Harrisburg, PA area
Local Candidates: Required

Position Overview

We are seeking a NOC Communications Specialist to provide first-line network monitoring and technical support during after-hours and weekend operations.

The successful candidate will serve as a primary point of contact for end users and business partners experiencing network or IT-related issues. This position requires strong technical troubleshooting abilities combined with excellent customer service and communication skills.

The specialist will work closely with network engineers, IT teams, vendors, service providers, and end users to identify, document, escalate, and help resolve network incidents. The ability to work independently, manage multiple priorities, and respond promptly to high-priority incidents is essential.

Key Responsibilities

End-User Support

• Answer inbound calls related to network and IT issues.

• Provide first-level technical assistance and troubleshooting to end users with varying levels of technical expertise.

• Create, document, update, and escalate incident tickets as appropriate.

• Escalate issues to higher-tier technical teams or external service providers when required.

• Research available technical documentation and troubleshooting resources to assist with incident resolution.

• Follow established service desk procedures, knowledge-base documentation, and standard operating procedures.

• Identify and promptly escalate high-priority incidents.

Network Monitoring & Incident Management

• Monitor network infrastructure, remote locations, and connected network assets using network monitoring tools.

• Actively monitor network status and respond to alerts according to established procedures.

• Perform first-level investigation and diagnosis of network incidents.

• Document incident details, severity, impact, and actions taken.

• Respond to network outages, service interruptions, and system failures.

• Escalate unresolved incidents to appropriate technical teams or service providers.

• Coordinate with network engineers, IT staff, vendors, and service providers to support timely restoration of services.

• Monitor incident queues and ensure tickets are appropriately updated and routed.

• Monitor designated communication channels for network event notifications and take appropriate action.

• Proactively identify potential issues and initiate corrective or escalation procedures.

Communication & Customer Service

• Serve as a primary after-hours contact for network-related issues.

• Provide clear and professional communication to end users, technical teams, and business partners.

• Communicate network incidents and service-impacting events using established procedures.

• Provide timely status updates regarding outages and service interruptions.

• Maintain professional telephone etiquette and strong customer service standards.

• Ensure accurate and consistent communication throughout the incident lifecycle.

Documentation & Operational Support

• Assist network engineers and technicians with outstanding operational tasks.

• Maintain and update network operations documentation and knowledge-base materials.

• Recommend improvements to troubleshooting procedures and technical documentation.

• Participate in disaster recovery and business continuity activities.

• Complete assigned operational and administrative tasks within established timelines.

Required Skills & Qualifications

• Excellent verbal and written communication skills.

• Strong telephone etiquette and ability to communicate technical information clearly.

• Customer-service-oriented approach to technical support.

• Ability to troubleshoot end-user and network-related issues.

• Ability to follow established procedures, technical documentation, and standard operating procedures.

• Strong attention to detail and problem-solving abilities.

• Excellent organizational and time-management skills.

• Ability to prioritize and manage multiple incidents simultaneously.

• Ability to work independently with minimal supervision.

• Adaptability to changing priorities, procedures, and technical environments.

• Experience with incident management, call tracking, and ticketing systems.

Preferred Experience

• 2+ years of experience in one or more of the following areas:

  • Systems Administration

  • Help Desk / Service Desk Support

  • Network Operations

  • Technical Support

  • IT Call Center / Technical Call Center