NOC Comms Specialist -Need locals

Skywalk Global Pvt. Ltd.; Harrisburg (Dauphin County); On-site; USD 42,000 - 66,000; Full time

Job summary

Skywalk Global Pvt. Ltd. is seeking an End-user Support specialist to handle inbound calls about network issues for Commonwealth staff, LUC, and vendors.

The role involves coordinating with engineers and third-party providers, researching knowledge bases, and escalating high-priority problems as needed. You will monitor network status, perform first-line investigations, and maintain incident records. You will also serve as the primary contact outside normal hours and assist with enterprise

Qualifications

• Excellent written and verbal communication.
• Ability to support end-users with varying IT skill levels.
• Ability to follow documented procedures and Commonwealth SOPs.
• Ability to adapt to change and follow instructions.
• Experience with incident management and ticketing systems.

Responsibilities

• Answer inbound phone calls concerning network issues from Commonwealth employees, LUC, vendors.
• Monitor network status and respond to outages using escalation processes; log incidents.
• Act as primary network contact for Commonwealth staff outside regular hours; perform incident communications.

Skills

Communication skills

End-user support

Troubleshooting

Incident management

Call tracking

Adaptability

Organizational skills

Ticketing software

Tools

ServiceNow

Job description

RoleDescription:

End-userSupport

• AnswerinboundphonecallsconcerningnetworkissuesfromCommonwealthemployees,andLEC/LastUserContract,LUC,vendors.
• WorkswithNOCT2Engineers,Commonwealthstaffandcontractedpersonnel,and/orthird-partyprovidersasneeded.
• Researchandupdatesreferencepublicationsanddiagnosticaidstoseekinformationnecessarytoresolveend-userissuesasneeded.
• FollowsITServiceDeskandNetworkOperatorKnowledgebaseproceduresandmakesrecommendationswhenimprovementsareneeded.
• Promptlyandproperlyescalatehighpriorityissues.

Monitoring&Maintenance

• ActivelymonitorsthestatusofCommonwealthnetworksandattachednetworkassetsusingestablishedtoolsandpromptlyinitiatesappropriateactions.
• Respondstooutagesandsystemfailuresusingestablishedescalationprocesses.
• Providefirst-lineinvestigationanddiagnosisofnetworkincidents,loggingalldetailsandprioritizationofincidents.
• Escalateafterhoursincidentstostaffforresolution.
• PromptlyassignunresolvedincidentstohigherTiersupportorLUCproviderstocoordinaterestorationofserviceandobtainthenecessaryinformationforrecording/trackingtheoutageordegradationofservice.
• Coordinatewithnetworkstaffandvariousvendorstoassistwithservicerestorationbasedonalarmconditions.
• ActivelymonitorstheServiceNowticketqueue.

Communication

• ActsastheprimarynetworkcontactforCommonwealthemployeesandbusinesspartnersoutsideofregularbusinesshours.
• PerformEnterpriseIncidentcommunicationsusingdefinedprocessandapprovedtemplate.
• Monitorsthenetworkhotlineduringcoveragehours.

RoutineTasks

• Assiststhenetworkengineersandtechnicianswithoutstandingtasks.

RequiredSkills:

• Possessesexcellentcommunicationskills;bothwrittenandspoken.
• Abilitytosupportend-userswithvaryingITskillsets.
• Abilitytofollowdirections,especiallywhenusingestablishedoperationandknowledgebasedocumentation,andCommonwealthstandardoperatingprocedures.
• Abilitytoadapttochange.
• Excellentorganizationalskills.
• Abilitytotroubleshootend-userissuesand/orescalateasneededtoensurequickresolution.
• Experiencewithincidentmanagement,calltracking,andticketingsoftware.

Highlydesired2

Experiencewithincidentmanagement,calltrackingandticketingsoftware(preferablyServiceNow)

Required

AbilitytosupportenduserswithvaryingITskillsets

Required

Abilitytotroubleshootend-userissuesand/orescalateasneededforquickresolution