NOC Communications Specialist/Network Operations Specialist

We are seeking a NOC Communications Specialist to provide Level 1 network operations and technical support during after-hours and weekend coverage. This role serves as a primary point of contact for network-related incidents, supports end users, monitors enterprise network environments, and coordinates with internal IT teams and third-party service providers to ensure timely issue resolution., End User Support

• Answer inbound calls related to network and connectivity issues.
• Create, update, and escalate incident tickets using ServiceNow or similar ticketing platforms.
• Coordinate with network engineers, technical teams, and external service providers.
• Research and utilize knowledge base documentation to resolve user issues.
• Follow established support procedures and escalation protocols.
• Escalate critical incidents promptly and accurately.

Network Monitoring & Incident Management

• Monitor enterprise networks and infrastructure using tools such as SolarWinds and SquaredUp.
• Identify, investigate, and document network outages and service degradations.
• Perform initial diagnosis of network incidents and determine appropriate escalation paths.
• Track and manage incidents through resolution.
• Monitor service queues and shared support mailboxes.
• Coordinate restoration efforts with internal teams and vendors.
• Maintain accurate incident records and status updates.

Communications

• Serve as the primary network support contact during off-business hours.
• Communicate incident updates using approved communication templates.
• Provide timely network status notifications.
• Deliver high-quality customer service and professional support.

Operational Support

• Assist network engineers with assigned tasks and operational activities.
• Update operational procedures and knowledge base documentation.
• Participate in disaster recovery and business continuity activities.
• Complete assigned operational support tasks as required.

This position requires strong customer service skills, excellent communication abilities, and experience working in a Network Operations Center (NOC), Help Desk, Service Desk, or technical support environment., * Experience with incident management, call tracking, and ticketing systems (ServiceNow preferred).

• Ability to troubleshoot technical issues and determine appropriate escalation paths.
• Strong customer service and end-user support skills.
• Excellent verbal and written communication skills.
• Professional phone etiquette and ability to interact with users of varying technical backgrounds.
• Strong organizational skills and attention to detail.
• Ability to follow documented processes and standard operating procedures.
• Adaptable, resourceful, and capable of working independently.

Preferred Qualifications:

• 2+ years of experience in one or more of the following:

• Network Operations Center (NOC)
• Help Desk / Service Desk
• Systems Administration
• Technical Support
• Call Center Support