NOC Comms Specialist

Location: Harrisburg, PA
Position Type: Onsite
Contract Length: Long-term with annual extensions

Position Overview:
The NOC Communications Specialist provides after-hours and weekend Level 1 network support, serving as the first point of contact for network-related issues and incidents. This role monitors enterprise network systems, manages incident response and escalation, and ensures timely communication and resolution of service disruptions while delivering exceptional customer service.

Duties:

• Answer inbound calls related to network issues from employees, vendors, and service providers.

• Create, document, and escalate ServiceNow tickets to engineers, Tier 2 support staff, and third-party providers to ensure timely resolution.

• Provide first-line investigation, diagnosis, prioritization, and documentation of network incidents.

• Monitor enterprise networks and remote site hardware using tools such as SolarWinds and SquaredUp.

• Respond to outages, alarms, and system failures using established escalation procedures.

• Actively monitor ticket queues, shared email accounts, and network hotlines during coverage hours.

• Escalate high-priority and after-hours incidents to appropriate support teams for restoration of service.

• Coordinate with network engineers, IT staff, and vendors to assist with service recovery efforts.

• Issue incident communications and network status updates using approved templates and processes.

• Research and update knowledgebase articles, reference materials, and operational documentation.

• Follow established IT Service Desk and Network Operations procedures and recommend process improvements.

• Assist network engineers and technicians with outstanding or follow-up tasks.

• Participate in disaster recovery efforts and operational readiness activities.

• Proactively identify potential issues and take appropriate action to prevent service disruption.

• Maintain quality standards while delivering professional, customer-service-focused support.

Required Qualifications:

• Experience with incident management, call tracking, and ticketing software, preferably ServiceNow.

• Strong ability to support end users with varying levels of IT knowledge and technical skill.

• Demonstrated ability to troubleshoot end-user issues and appropriately escalate when necessary to ensure timely resolution.

• Excellent written and verbal communication skills.

Preferred Qualifications:

• 2 years of previous experience as a Systems Administrator, Help Desk Technician, and/or in a call center environment.