NOC Communications Specialist

Mbi Llc; Harrisburg (Dauphin County); On-site; USD 40,000 - 60,000; Full time

Job summary

A technology services company located in Harrisburg, United States is seeking an experienced IT Support Specialist. The candidate will be responsible for managing network issues, answering inbound calls, and creating trouble tickets to resolve incidents. Ideal candidates should possess strong communication skills, experience in incident management, and familiarity with network management tools. This position requires proactive problem-solving and the ability to assist users with varying IT skill levels.

Qualifications

• 2+ years previous experience in systems administration or help desk.
• Ability to assist users with varying IT skillsets.
• Experience with incident management and ticketing software.

Responsibilities

• Answer inbound calls regarding network issues.
• Create Service Now trouble tickets for issue resolution.
• Monitor network and hardware using management tools.
• Coordinate with network staff for service restoration.
• Assist network engineers with tasks and documentation.

Skills

Excellent communication skills

Phone etiquette

Adaptability

Attention to detail

Organizational skills

Troubleshooting

Tools

Solar Winds

Squared up

Service Now

Job description

• 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 escalates 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.
• 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.
• 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 escalte 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.