NOC Communications Specialist
*Local to Harrisburg, PA, only please
*This is an on-site position
*This is a 7-month contract position – 1st Shift (Wednesday – Sunday – 8:00 am – 4:30 pm)
Description:
- Answer inbound phone calls concerning network issues from employees and LEC/Last User Contract LUC vendors.
- Creates and escalates Service Now trouble tickets to Engineers, tier two staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
- Works with NOC T2 Engineers, contracted personnel, and/or third-party providers as needed.
- Research and updates reference publications and diagnostic
aids to seek information necessary to resolve end-user issues as needed. - Follows IT Service Desk and Network Operator Knowledgebase
procedures and makes recommendations when improvements are needed. - Promptly and properly escalate high-priority issues.
- Monitoring Maintenance
- Utilize network management tools such as Solar Winds and Squared up to monitor remote sites’ network and hardware.
- Actively monitors the status of networks and attached network assets using established tools and promptly initiates appropriate actions.
- Responds to outages and system failures using established escalation processes.
- Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of 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/tracking the outage or degradation of service.
- Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
- Actively monitors the Service Now ticket queue.
- Monitors appropriate email accounts for any
event messages and initiates action as needed. - Proactively identifies and resolves problems.
Communication - Acts as the primary network contact for employees and business partners outside of regular business hours.
- Perform Enterprise Incident communications using the defined
process and approved template. - Monitors the network hotline during coverage hours.
- Issues network status updates using established
procedures. - Follows quality standards and displays strong customer service skills.
Routine Tasks
- Assists the network engineers and technicians with outstanding tasks.
- Updates network operation and knowledge base documentation.
- Participates in disaster recovery.
- Completes assigned tasks.
Required Skills/Knowledge/Experience:
- Possesses excellent communication skills, both written and spoken.
- Ability to be clearly understood and has excellent phone etiquette.
- Ability to support end-users with varying IT skillsets.
- Ability to follow directions, especially when using
established operations, 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.
- Preferred 2 years of previous systems administrator help
desk and/or call center experience.
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 skillsets, Required
- Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution, Required
- Excellent communication skills (written and oral), Required
Attention Applicants: Please be advised that proper email communication will only be sent from email addresses ending in @astyra.com. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. It is important to communicate within our guidelines and proper channels to expedite possible interview considerations.
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