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Noc communications specialist

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Ocean Blue Solutions

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Location:
United States , Harrisburg

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The NOC Communications Specialist provides after-hour and weekend hours Level 1 Support by performing the skills listed below.

Job Responsibility:

  • 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 escalate high priority issues
  • 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
  • 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
  • Issues network status updates using established procedures
  • Follows quality standards and displays strong customer service skills
  • Assists the network engineers and technicians with outstanding tasks
  • Updates network operation and knowledgebase documentation
  • Participates in disaster recovery
  • Completes assigned tasks

Requirements:

  • 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 escalate 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

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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