NOC Communication Specialist

2 weeks ago

Harrisburg, PA, United States Crescens Full time
Job Title: NOC Communication Specialist
Location: Harrisburg, PA (Onsite)
Duration: 6+ Months
Notes:
**** 2 shifts : 1 st shift & 3 rd Shift ****
**** Full-time, 37.5 hour per week schedule - First Shift - Wednesday through Sunday - 8:00am-4:30pm with an hour unpaid lunch

Full-time, 37.5 hour per week schedule - Third Shift - Saturday through Wednesday - 12:00am 8:30am with an hour unpaid lunch

On-site position at CTC. Candidates must be local to Harrisburg area.

Description:
  • Our has agencies that provide 24/7 services to its citizens.
  • The PM Network Operational Monitoring position will provide first linenetwork 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 and IT teams.
  • The individual will work closely with Commonwealth staff, vendors, service provider sand 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 Specialist provides after-hour and weekend hours Level1 Support by performing the skills listed below.

Role Description:
End-user Support
  • nswer 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, tmonitor remote sites network and hardware.
  • ctively monitors the status of Commonwealth networks and attached networkassets 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 alldetails and prioritization of incidents.
  • Escalate after hours incidents to staff for resolution.
  • Promptly assign unresolved incidents to higher Tier support or LUC providers tocoordinate restoration of service and obtain the necessary information forrecording/tracking the outage or degradation of service.
  • Coordinate with network staff and various vendors to assist with service restorationbased on alarm conditions.
  • ctively monitors the Service Now ticket queue.
  • Monitors appropriate Commonwealth email accounts for any event messages andinitiates action as needed.
  • Proactively identifies and resolves problems.

Communication
  • cts as the primary network contact for Commonwealth employees and businesspartners outside of regular business hours.
  • Perform Enterprise Incident communications using defined process and approvedtemplate.
  • 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
  • ssists 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.
  • bility to be clearly understood and has excellent phone etiquette.
  • bility to support end-users with varying IT skillsets.
  • bility to follow directions, especially when using established operation andknowledgebase documentation, and Commonwealth standard operatingprocedures.
  • bility to adapt to change.
  • Detail oriented and resourceful.
  • Excellent organizational skills.
  • bility to troubleshoot end-user issues and/or escalate as needed to ensure quickresolution.
  • Experience with incident management, call tracking, and ticketing software.
  • Preferred 2+ years previous systems administrator, help desk, and/or call centerexperience

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