NOC Communications Specialist 1st Shift

NOC Communications Specialist

The Client is seeking a NOC Communications Specialist to provide first-line network technical support to Commonwealth employees and business partners during after-hours and weekend coverage. The position requires a technically capable, customer-service-oriented individual who can work independently, multitask, prioritize workload, and ensure prompt resolution or escalation of end-user and network issues.

The NOC Communications Specialist will work closely with Commonwealth staff, vendors, service providers, network engineers, and IT teams to monitor network operations, respond to incidents, manage ServiceNow tickets, and communicate network status and incident information.

Responsibilities

• Answer inbound calls concerning network issues from Commonwealth employees, vendors, and business partners.
• Create, update, and escalate ServiceNow trouble tickets to engineers, Tier 2 Commonwealth staff, and third-party service providers.
• Work with NOC Tier 2 engineers, Commonwealth staff, contracted personnel, and third-party providers to resolve network issues.
• Research reference publications, diagnostic aids, knowledgebase documentation, and standard operating procedures to troubleshoot issues.
• Monitor network management tools such as SolarWinds and SquaredUp to monitor remote sites, networks, and hardware.
• Actively monitor 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.
• Perform first-line investigation and diagnosis of network incidents and accurately document incident details and priorities.
• Escalate after-hours incidents to appropriate technical staff for resolution.
• Assign unresolved incidents to higher-tier support or service providers and coordinate restoration activities.
• Coordinate with network staff and vendors to assist with service restoration based on alarm conditions.
• Monitor the ServiceNow ticket queue and appropriate Commonwealth email accounts for network event notifications.
• Proactively identify and resolve problems when possible and escalate issues when necessary.
• Serve as the primary network contact for Commonwealth employees and business partners outside regular business hours.
• Perform enterprise incident communications using established processes and approved templates.
• Monitor the network hotline during assigned coverage hours.
• Issue network status updates following established procedures.
• Provide professional customer service and maintain quality standards.
• Assist network engineers and technicians with outstanding tasks.
• Update network operations and knowledgebase documentation.
• Participate in disaster recovery activities.
• Complete assigned operational and administrative tasks.

Required Skills

• Excellent written and verbal communication skills.
• Excellent phone etiquette and ability to communicate clearly with end users.
• Ability to support users with varying levels of IT knowledge.
• Ability to follow established operating procedures, knowledgebase documentation, and standard operating procedures.
• Ability to adapt to changing environments and priorities.
• Strong attention to detail and resourcefulness.
• Excellent organizational and multitasking skills.
• Ability to troubleshoot end-user issues and appropriately escalate problems for quick resolution.
• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.

Preferred Experience

• 2+ years of experience in systems administration, help desk, and/or call center environments.
• Experience providing technical support in a NOC, network operations, service desk, or IT support environment.
• Experience monitoring network infrastructure and responding to network incidents and outages.