NOC Communications Specialist
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Job Title: NOC Communications Specialist
Location: Harrisburg, PA 17120 (Onsite)
Duration: 3 Months
Work Type: 37.5 hours per week
Schedule: Saturday through Wednesday, 12:00 AM–8:30 AM with an hour unpaid lunch
Job Description:
The client is looking for a NOC Communications Specialist. The PM Network Operational Monitoring position will provide first line network technical support to employees and business partners by calling the Enterprise Network Operation Monitoring Network Service Desk outside of regular business hours. This position requires a technical individual with a customer-service-minded approach to dealing with client Agency staff and IT teams. The individual will work closely with client staff, vendors, service providers and IT staff, but must also be able to work independently, multitask by prioritizing and managing their own workload, and able to ensure prompt service and end-user issue resolution. The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below.
Key Responsibilities:
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.
- Works with NOC T2 Engineers, 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.
- 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.
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