IT Support - IS26-01450

NavitasPartners • Harrisburg, PA

17h

About The Position

Seeking an IT Support professional to provide Level 1 Network Operations Center (NOC) support during after-hours and weekends. The role involves monitoring network systems, handling inbound calls, creating and escalating tickets, and supporting end-users with network-related issues. The candidate should have strong communication skills and a customer-focused approach.

Requirements

• Strong verbal and written communication skills.
• Excellent phone etiquette.
• Experience with ticketing systems (e.g., ServiceNow).
• Basic network troubleshooting knowledge.
• Ability to multitask and work independently.
• Detail-oriented and organized.
• 2+ years of help desk, system administration, or call center experience preferred.

Responsibilities

• End-User Support: Answer inbound calls related to network issues.
• Create and escalate ServiceNow tickets to Tier 2 engineers or vendors.
• Provide first-level troubleshooting and issue diagnosis.
• Follow knowledgebase and standard operating procedures.
• Escalate high-priority incidents promptly.
• Monitoring & Maintenance: Monitor network systems using tools like SolarWinds.
• Track outages and respond using established escalation processes.
• Log, prioritize, and assign incidents appropriately.
• Monitor ServiceNow queue and email alerts.
• Coordinate with internal teams and vendors for service restoration.
• Communication: Act as primary after-hours network contact.
• Send incident communications and network status updates.
• Maintain professional and strong customer service standards.
• Routine Tasks: Assist network engineers with tasks.
• Update documentation and knowledgebase.
• Participate in disaster recovery activities.
• Complete assigned operational tasks.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed