Role Description:
End-user Support
Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
Works with NOC T2 Engineers, Commonwealth staff and 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 client 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 client email accounts for any event messages and initiates action as needed.
Proactively identifies and resolves problems.
Communication
Acts as the primary network contact for client employees and business partners outside of regular business hours.
Perform Enterprise Incident communications using 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 knowledgebase documentation.
Participates in disaster recovery.
Completes assigned tasks.
Required Skills:
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 operation and knowledgebase documentation, and Commonwealth 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 previous systems administrator, help desk, and/or call center experience.
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