After-Hours NOC Communications Specialist

Socket.dev; Harrisburg (Dauphin County); On-site; USD 52,000 - 76,000; Full time

Job summary

Socket.dev is looking for a NOC Communications Specialist to provide first-line network support for Commonwealth employees and business partners outside of regular business hours. The role requires a customer-service mindset and the ability to work with Commonwealth staff, vendors, and IT teams, while managing own workload.

You will monitor remote sites, respond to outages, create and escalate Service Now tickets, and maintain knowledgebase documentation.

Qualifications

• Required Skills for the role include excellent communication, phone etiquette, and the ability to support end-users with varying IT skillsets.
• The candidate should follow established operation and knowledgebase documentation and procedures.
• Experience with incident management, call tracking, and ticketing software is preferred.

Responsibilities

• Answer inbound calls about network issues from Commonwealth staff and vendors; create and escalate ServiceNow tickets.
• Monitor network status using tools and coordinate with engineers and vendors for issue resolution.
• Escalate after-hours incidents and document actions and outcomes.
• Communicate status updates and maintain knowledgebase entries.
• Assist with routine tasks and disaster recovery planning.

Skills

Communication skills

Phone etiquette

End-user support

Follow procedures

Adapt to change

Detail oriented

Organizational skills

Troubleshooting

Incident management

Ticketing software

Customer service

Tools

ServiceNow

SolarWinds

Squared Up

Job description

Socket.dev is looking for a NOC Communications Specialist to provide first-line network support for Commonwealth employees and business partners outside of regular business hours. The role requires a customer-service mindset and the ability to work with Commonwealth staff, vendors, and IT teams, while managing own workload.

You will monitor remote sites, respond to outages, create and escalate Service Now tickets, and maintain knowledgebase documentation.