NOC Communications Specialist
*Hours: Saturday – Wednesday – 12:00 am – 8:30 am (3rd shift)
*On-site – Local to the Harrisburg area.
Description:
The organization provides 24/7 services to its customers and business partners. The PM Network Operational Monitoring position will provide first-line network technical support to employees and business partners by calling the Enterprise Network Operations Monitoring Network Service Desk outside of regular business hours.
This position requires a technical individual with a customer-service-minded approach to dealing with agency staff and IT teams. The individual will work closely with staff, vendors, service providers, and IT teams but must also be able to work independently, multitask by prioritizing and managing their own workload, and ensure prompt service and end-user issue resolution.
The NOC Communications Specialist provides after-hours and weekend Level 1 support by performing the skills listed below.
Responsibilities:
- Answer inbound phone calls concerning network issues from employees and LEC/Last User Contract (LUC) vendors.
- Create and escalate ServiceNow trouble tickets to Tier 2 engineers, internal staff, and/or third-party service providers to ensure the quick resolution of IT/network issues.
- Work with NOC Tier 2 engineers, internal staff, contracted personnel, and/or third-party providers as needed.
- Research and update reference publications and diagnostic aids to obtain information necessary to resolve end-user issues as needed.
- Follow IT Service Desk and Network Operator Knowledge Base procedures and make recommendations when improvements are needed.
- Promptly and properly escalate high-priority issues.
Monitoring and Maintenance
- Utilize network management tools such as SolarWinds and SquaredUp to monitor remote sites, networks, and hardware.
- Actively monitor the status of networks and attached network assets using established tools and promptly initiate appropriate actions.
- Respond to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing incidents.
- Escalate after-hours incidents to staff for resolution.
- Promptly assign unresolved incidents to higher-tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording and tracking outages or degradation of service.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
- Actively monitor the ServiceNow ticket queue.
- Monitor appropriate email accounts for event messages and initiate action as needed.
- Proactively identify and resolve problems.
Communication
- Act as the primary network contact for employees and business partners outside of regular business hours.
- Perform enterprise incident communications using defined processes and approved templates.
- Monitor the network hotline during coverage hours.
- Issue network status updates using established procedures.
- Follow quality standards and demonstrate strong customer service skills.
Routine Tasks
- Assist network engineers and technicians with outstanding tasks.
- Update network operations and Knowledge Base documentation.
- Participate in disaster recovery activities.
- Complete assigned tasks.
Required Skills
- Possess excellent written and verbal communication skills.
- Ability to be clearly understood and demonstrate excellent phone etiquette.
- Ability to support end users with varying IT skill levels.
- Ability to follow directions, especially when using established operations and Knowledge Base documentation and standard operating procedures.
- Ability to adapt to change.
- Detail-oriented and resourceful.
- Excellent organizational skills.
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
- Experience with incident management, call tracking, and ticketing software.
- Previous systems administrator, help desk, and/or call center experience — Highly Desired: 2 years.
Required Skills/Knowledge/Experience:
- Previous systems administrator, help desk, and/or call center experience — Highly Desired: 2 years
- Experience with incident management, call tracking, and ticketing software, preferably ServiceNow — Required
- Ability to support end users with varying IT skill levels — Required
- Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution — Required
- Excellent written and oral communication skills — Required
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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