24/7 NOC Communications Specialist

JPS Tech Solutions; Harrisburg (Dauphin County); On-site; USD 52,000 - 68,000; Full time

Job summary

The Commonwealth of Pennsylvania is seeking a PM Network Operational Monitoring specialist to provide first-line after-hours network support for Commonwealth employees and partners. You will create ServiceNow tickets, coordinate with engineers, and ensure rapid issue resolution.

Responsibilities include monitoring networks with SolarWinds and Squared Up, responding to outages, escalating as needed, and maintaining knowledgebase documentation.

Qualifications

• Excellent written and spoken communication skills.
• Able to be clearly understood with strong phone etiquette.
• Able to support end-users with varying IT skill levels.
• Able to follow directions using standard operating procedures.
• Able to adapt to change and stay organized.
• Detail oriented and resourceful; strong prioritization.

Responsibilities

• Answer inbound calls regarding network issues from Commonwealth staff and vendors.
• Create and escalate Service Now tickets to engineers and third-party providers.
• Coordinate with NOC engineers and Commonwealth staff to resolve issues.
• Research and update knowledgebase to resolve end-user issues.
• Escalate high-priority issues promptly and follow escalation procedures.
• Monitor network assets and respond to outages using established tools.
• Communicate network status updates and maintain incident records.
• Assist with disaster recovery and routine tasks.

Skills

Communication

Phone etiquette

End-user support

Follow SOPs

Adaptability

Detail oriented

Organizational skills

Troubleshooting

Incident management

ServiceNow experience

Help desk / call center

Tools

ServiceNow

SolarWinds

Squared Up

Job description

The Commonwealth of Pennsylvania is seeking a PM Network Operational Monitoring specialist to provide first-line after-hours network support for Commonwealth employees and partners. You will create ServiceNow tickets, coordinate with engineers, and ensure rapid issue resolution.

Responsibilities include monitoring networks with SolarWinds and Squared Up, responding to outages, escalating as needed, and maintaining knowledgebase documentation.