NOC Comms Specialist

LingaTech•Harrisburg, PA

13d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.