NOC Communications Specialist

First Shift: Wednesday through Sunday, 8:00 AM-4:30 PM; Monday and Tuesday off.

Job Overview

The NOC Communications Specialist provides first-line network technical support and after-hours level 1 monitoring for employees and business partners. This role requires a customer-service-oriented professional capable of working independently, managing multiple priorities, and ensuring prompt resolution of IT and network issues. Operating during off-hours and weekends, this position acts as the primary contact for network availability and incident coordination.

Job Duties

• Answer inbound phone calls regarding network issues from internal employees, vendors, and business partners.
• Create, update, and escalate ServiceNow trouble tickets to tier-two engineers and third-party service providers for rapid resolution.
• Research and update reference publications, diagnostic aids, and knowledgebase procedures.
• Utilize network management tools (such as SolarWinds and SquaredUp) to monitor remote sites, network infrastructure, and hardware status.
• Respond to outages and system failures using established escalation workflows.
• Conduct first-line investigation, diagnosis, and logging of network incidents and high-priority issues.
• Monitor ticket queues and designated email accounts for event messages, initiating appropriate actions.
• Perform enterprise incident communications using defined processes and approved templates.
• Coordinate with network staff and external vendors to assist with service restoration.
• Assist engineers with operational tasks, documentation updates, and disaster recovery participation.

Job Requirements

Required Skills

• Experience with incident management, call tracking and ticketing software (preferably ServiceNow)
• Ability to support end users with varying IT skillsets
• Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution
• Excellent communication skills (written and oral)

Preferred Skills

• 2 Years: Previous systems administrator, help desk and/or call center experience