NOC Communications Specialist

We are seeking a proactive, customer-oriented Network Operations Center (NOC) Communications Specialist to join our enterprise infrastructure operations team on the first shift. In this role, you will serve as the primary communications and first-line support contact for network monitoring, incident triage, and technical coordination across enterprise sites. You will be responsible for handling incoming technical calls, logging and managing tickets, tracking alerts, and escalating critical network events to engineering personnel and external vendors to maintain high network availability., * Front-Line Support & Ticket Management: Answer incoming support calls and handle technical communications regarding network connectivity, hardware status, and circuit interruptions; accurately log, track, and update incident tickets within enterprise ticketing platforms (preferably ServiceNow).

• Incident Triage & Troubleshooting: Interface directly with end users across diverse technical backgrounds to diagnose network issues, gather symptoms, perform preliminary troubleshooting, and resolve first-tier problems.
• Escalation & Coordination: Dispatch and escalate unresolved technical incidents to Tier 2 Network Engineers, systems teams, and third-party telecommunications vendors in accordance with operational procedures and response time objectives.
• Incident Communications: Draft and distribute formal operational notifications, outage updates, and restoration bulletins using established templates to keep stakeholders and leadership informed during critical events.
• Alert & Queue Monitoring: Continuously review NOC ticketing queues and email alert distribution lists to take prompt action on automated event notifications.
• Documentation Maintenance: Assist with updating operational knowledge bases, vendor contact directories, standard operating procedures, and runbooks.

• Relevant Background: 2+ years of hands-on experience in a Help Desk, Service Desk, Systems Administration, or NOC/Call Center environment.
• Ticketing Systems: Proven experience with incident management workflows, call tracking, and enterprise ticketing software (preferably ServiceNow).
• End-User Support: Demonstrated ability to provide professional, patient technical support to end users with varying levels of technical expertise.
• Troubleshooting & Escalation: Strong ability to assess network and system issues, isolate root causes, and execute rapid escalations when necessary to ensure swift resolution.
• Communication Skills: Excellent oral and written communication skills, with a professional phone presence and the ability to draft clear, concise technical incident summaries.
• On-Site & Schedule Availability: Must reside locally in or near the Harrisburg, PA area and be able to work 100% on-site during the designated 1st shift schedule (Wednesday-Sunday, 8:00 AM - 4:30 PM).
• Screening: Successful completion of a comprehensive background check is required prior to start., * 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)