NOC Communications Specialist

We are seeking a technical, customer-focused Network Operations Center (NOC) Communications Specialist to join our enterprise operations team on the second shift. In this role, you will provide critical Level 1 network monitoring, incident triage, and technical support outside of standard business hours. You will serve as the primary network communications contact during your shift, ensuring seamless service delivery, rapid escalation, and prompt restoration of network events across enterprise infrastructure., * First-Line Support & Incident Triage: Answer inbound calls and handle inquiries regarding network issues from enterprise staff and third-party telecom/carrier vendors; create, update, and route incident tickets accurately.

• Network & Systems Monitoring: Utilize enterprise monitoring tools (including SolarWinds and SquaredUp) to monitor network health, identify hardware/link failures, and track system status across remote sites.
• Escalation & Coordination: Promptly dispatch and escalate unresolved issues to Tier 2 Network Engineers, internal technical teams, and external service providers following established standard operating procedures.
• Incident Communications: Draft and distribute formal enterprise incident notifications and operational status updates using defined templates and communication protocols.
• Queue & Alert Management: Continuously monitor the ticketing queue and dedicated email distribution lists to address incoming system-generated alerts and event messages.
• Operational Maintenance & Documentation: Update knowledge base articles, reference publications, and technical documentation; assist senior engineering personnel with operational tasks and disaster recovery procedures.

• Relevant Experience: 2+ years of hands-on experience in a Help Desk, Service Desk, Systems Administration, or NOC/Call Center environment.
• Ticketing Systems: Proven experience working with enterprise IT service management and ticketing platforms (e.g., ServiceNow).
• Monitoring Tools: Hands-on familiarity or working knowledge of network management and monitoring tools (such as SolarWinds, SquaredUp, or similar platforms).
• Communication Skills: Exceptional verbal communication, professional phone etiquette, and clear, concise technical writing skills.
• Problem-Solving & Work Ethic: Strong analytical and troubleshooting mindset, excellent attention to detail, and the ability to prioritize tasks independently during high-impact outages.
• Local Requirement: Candidates must reside locally in or near the Harrisburg, PA area and be fully available to work on-site during the scheduled 2nd shift hours.
• Screening: Successful completion of an enhanced background check is required prior to onboarding., * Previous systems administrator, help desk and/or call center experience (Required 2 Years)
• Experience with incident management, call tracking and ticketing software (preferably ServiceNow) (Required 2 Years)
• Ability to support end users with varying IT skillsets (Required 2 Years)
• Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution (Required 2 Years)
• Excellent communication skills (written and oral) (Required 2 Years)