NOC Comms Specialist 1st Shift Onsite

S R INTERNATIONAL INC; Harrisburg (Dauphin County); In loco; USD 42.000 - 64.000; Tempo pieno

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S R INTERNATIONAL INC is seeking an experienced End-user Support professional to handle inbound calls on network issues and manage ServiceNow tickets for Commonwealth staff. You will work with NOC Tier 2 engineers and third-party providers to restore services quickly, update knowledgebase, and assist in disaster recovery.

On-site presence at the Commonwealth Technology Center in Harrisburg is required. The role emphasizes strong communication skills, the ability to troubleshoot end-user issues,

Competenze

• Experience with incident management and ticketing systems.
• Able to support end-users with varying IT skills.
• Excellent written and spoken communication.
• On-site availability at Hbg PA location.

Mansioni

• Answer inbound calls on network issues.
• Create and escalate ServiceNow tickets.
• Monitor networks using SolarWinds and Squared Up.
• Escalate after-hours incidents as needed.
• Maintain knowledgebase and assist disaster recovery tasks.

Conoscenze

Communication

Phone etiquette

End-user support

Incident management

Ticketing

Documentation

Strumenti

ServiceNow

SolarWinds

Squared Up

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Job Description:

Role Description:

End-user Support

Answer 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 escape high priority issues.

Monitoring & Maintenance

Utilize network management tools, such as Solar Winds and Squared up, to monitor remote sites network and hardware.

Actively monitors the status of Commonwealth networks and attached network assets 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 all details and prioritization of incidents.

Escalate after hours incidents to staff for resolution.

Promptly assign unresolved incidents to higher Tier support or LUC providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.

Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.

Actively monitors the Service Now ticket queue.

Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.

Proactively identifies and resolves problems.

Communication

Acts as the primary network contact for Commonwealth employees and business partners outside of regular business hours.

Perform Enterprise Incident communications using defined process and approved template.

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

Assists 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.

Ability to be clearly understood and has excellent phone etiquette.

Ability to support end-users with varying IT skillsets.

Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.

Ability to adapt to change.

Detail oriented and resourceful.

Excellent organizational skills.

Ability to troubleshoot end-user issues and/or elevate as needed to ensure quick resolution.

Experience with incident management, call tracking, and ticketing software.

Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

Questions

the 1st shift opening has hours of Wednesday through Sunday 0800-1630 with Monday and Tuesday off. Does your candidate accept?

This is an on-site position at the Commonwealth Technology Center - 1 Technology Park, Hbg, PA 171101 - Is your candidate willing and able to report on-site at this location?