NOC Communications Specialist

We're seeking a Customer-Service-Minded NOC Specialist to provide essential Level 1 technical support and ensure smooth network operations.

Position Overview

• Location: Harrisburg, PA 17101
• Work Arrangement: 100% On-site
• Shift Schedule: 3rd Shift | Saturday Wednesday | 12:00 AM 8:30 AM EST (37.5 hrs/week)
• Interview Process: Webcam or In-Person

Key Responsibilities

• End-User & Vendor Support: Handle inbound technical calls, troubleshoot issues, and manage ticket queues.
• Network Monitoring: Monitor remote sites, servers, and network assets to proactively identify outages or degradation.
• Incident Escalation: Log incident details, perform initial diagnostics, and promptly escalate high-priority issues to Tier 2 engineers and vendors.
• Communications: Send network status updates and incident alerts using established templates and standard operating procedures.

Required & Key Skills

Primary Skills (Must-Have)

• Incident Management & Ticketing: Hands-on experience with ServiceNow (or similar ITIL ticketing tools).
• Network Monitoring Tools: Experience or familiarity with tools like SolarWinds and SquaredUp.
• Issue Escalation & Troubleshooting: Ability to perform basic Level 1 diagnostics and route unresolved issues to higher tiers quickly.
• Communication Skills: Excellent verbal and written phone etiquette to support users with varying technical skill sets.

Secondary Skills (Highly Desired)

• 2+ Years Experience in Help Desk, Systems Administration, or Call Center environments.
• Ability to work independently during overnight shifts and follow standard operating procedures precisely.