NOC Communications Specialist – Level 1 Network Support

Our client is seeking a NOC Communications Specialist

Location : Harrisburg PA
Type : Contract Onsite

Role Description:

Answer inbound phone calls concerning network issues from Clients employees and LEC/Last User Contract LUC vendors.

Creates and escalates Service Now trouble tickets to Engineers tier two staff and/or third-party service providers to ensure the quick resolution of IT/Network issues.

Works with NOC T2 Engineers 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 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 Clients email accounts for any event messages and initiates action as needed.

Proactively identifies and resolves problems.

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