NOC Communications Specialist 3rd Shift

NOC Communications Specialist 3rd Shift

The Client is seeking a NOC Communications Specialist to provide first-line network technical support during after-hours and weekend operations. The selected candidate will serve as a primary point of contact for Commonwealth employees, business partners, vendors, and IT teams, responding to network-related issues, monitoring network systems, creating and escalating ServiceNow tickets, and coordinating with technical teams and service providers to ensure timely issue resolution.

The NOC Communications Specialist will work closely with NOC Tier 2 Engineers, Commonwealth staff, contracted personnel, vendors, and third-party providers. The position requires a customer-service-oriented individual who can work independently, multitask, prioritize workloads, follow established procedures, and promptly escalate critical incidents.

Key Responsibilities

• Answer inbound calls regarding network issues from Commonwealth employees, vendors, and business partners.
• Create, update, and escalate ServiceNow trouble tickets to network engineers, Tier 2 Commonwealth staff, and third-party service providers.
• Provide first-line investigation and diagnosis of network incidents and document all relevant details.
• Monitor network systems and remote sites using network management tools such as SolarWinds and Squared Up.
• Monitor the status of Commonwealth networks and connected network assets and initiate appropriate actions when issues are identified.
• Respond to network outages and system failures using established escalation procedures.
• Escalate high-priority and unresolved incidents to appropriate Tier 2 or higher-level support teams.
• Coordinate with network staff, vendors, and service providers to assist with restoration of network services.
• Actively monitor the ServiceNow ticket queue and Commonwealth email accounts for network events and incidents.
• Research knowledge bases, reference materials, and diagnostic aids to assist with troubleshooting and resolution.
• Follow established Service Desk, Network Operations, and Knowledgebase procedures.
• Provide network status updates and enterprise incident communications using approved processes and templates.
• Monitor the network hotline during assigned coverage hours.
• Maintain and update network operations and knowledgebase documentation.
• Assist network engineers and technicians with outstanding operational tasks.
• Participate in disaster recovery activities as required.
• Proactively identify and resolve issues or escalate them appropriately.
• Provide professional and effective customer service to end users with varying levels of technical knowledge.

Required Skills

• Experience with incident management, call tracking, and ticketing systems, preferably ServiceNow.
• Strong troubleshooting and problem-resolution skills.
• Ability to support end users with varying levels of IT knowledge.
• Ability to properly document, prioritize, and escalate technical incidents.
• Excellent written and verbal communication skills.
• Excellent phone etiquette and customer service skills.
• Strong organizational and multitasking abilities.
• Ability to follow established procedures, knowledgebase documentation, and standard operating procedures.
• Detail-oriented and resourceful approach to problem solving.
• Ability to work independently and adapt to changing priorities.

Preferred Qualifications

• 2+ years of experience in systems administration, help desk, service desk, or call center environments.
• Experience working in a Network Operations Center (NOC) environment.
• Experience with network monitoring tools such as SolarWinds or Squared Up.