Network Operations Monitor

1 week ago


Harrisburg, United States Software Technology Inc. Full time

*Normal schedule is 3 overnight shifts - Mon., Tues. and Thurs nights


  • Ability to support end-user with varying IT skillsets
  • Ability to be clearly understood and has excellent phone etiquette
  • Ability to follow directions, especially when using established operation and knowledgebase documentation, and client standard operating procedures
  • 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 experience as systems administrator, help desk, and/or call center experience.
  • Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
  • Actively monitors the status of Commonwealth 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 afterhours incidents to afterhours staff for resolution.
  • 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


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