NOC Communications Specialist

1 week ago

Harrisburg, PA, United States cyberThink Full time
Job Description:
As a NOC Communications Specialist, you will provide first-line network technical support outside regular business hours for enterprise network operations. This role requires strong technical skills combined with a customer-service mindset to assist end-users, monitor network systems, and ensure timely resolution of issues. You will work closely with internal teams, vendors, and service providers while maintaining independence and prioritizing tasks effectively.

Key Responsibilities:
  • Answer inbound calls regarding network issues from employees and vendors.
  • Create and escalate ServiceNow tickets to engineers, tier-two staff, and third-party providers for quick resolution.
  • Utilize network monitoring tools such as SolarWinds and SquaredUp to track network and hardware status.
  • Respond to outages and system failures using established escalation processes.
  • Perform first-line investigation and diagnosis of network incidents and log all details.
  • Monitor ServiceNow ticket queues and Commonwealth email accounts for event messages.
  • Act as the primary network contact outside regular business hours and issue network status updates.
  • Follow IT Service Desk and Network Operator Knowledgebase procedures and recommend improvements.
  • Assist network engineers with outstanding tasks and update operational documentation.
  • Participate in disaster recovery activities and complete assigned tasks promptly.
Required Skills, Experiences, Education, and Competencies:
  • Excellent verbal and written communication skills with strong phone etiquette.
  • Ability to support end-users with varying technical skill levels.
  • Strong organizational skills and attention to detail.
  • Ability to troubleshoot issues and escalate appropriately for resolution.
  • Experience with incident management, call tracking, and ticketing systems (e.g., ServiceNow).
  • Familiarity with network monitoring tools such as SolarWinds.
  • Ability to follow established procedures and adapt to changes quickly.
  • Preferred: 2+ years of experience in systems administration, help desk, or call center roles.

The hourly range for roles of this nature are $30.00 to $50.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.

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