NOC Communications Specialist

The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below.

End-user Support

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.

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.

Actively monitors the Service Now ticket queue and 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 defined process and approved template.

Monitors the network hotline during coverage hours.

Issues network status updates using established procedures.

Routine Tasks

Assists the network engineers and technicians with outstanding tasks.

Updates network operation and knowledgebase documentation.

Participates in disaster recovery.

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, resourceful and 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.