Location: Harrisburg, PA
Duration: 12 Months
Seeking an IT Support professional to provide Level 1 Network Operations Center (NOC) support during after-hours and weekends. The role involves monitoring network systems, handling inbound calls, creating and escalating tickets, and supporting end-users with network-related issues. The candidate should have strong communication skills and a customer-focused approach.
Answer inbound calls related to network issues.
Create and escalate ServiceNow tickets to Tier 2 engineers or vendors.
Provide first-level troubleshooting and issue diagnosis.
Follow knowledgebase and standard operating procedures.
Escalate high-priority incidents promptly.
Monitor network systems using tools like SolarWinds.
Track outages and respond using established escalation processes.
Log, prioritize, and assign incidents appropriately.
Monitor ServiceNow queue and email alerts.
Coordinate with internal teams and vendors for service restoration.
Act as primary after-hours network contact.
Send incident communications and network status updates.
Maintain professional and strong customer service standards.
Assist network engineers with tasks.
Update documentation and knowledgebase.
Participate in disaster recovery activities.
Complete assigned operational tasks.
Strong verbal and written communication skills.
Excellent phone etiquette.
Experience with ticketing systems (e.g., ServiceNow).
Basic network troubleshooting knowledge.
Ability to multitask and work independently.
Detail-oriented and organized.
2+ years of help desk, system administration, or call center experience preferred.