What are the responsibilities and job description for the Network Operational Monitoring / Communications Specialist position at Refulgent Technologies Inc.?
Job Details
Job: Network Operational Monitoring / Communications Specialist
Location: On-site Harrisburg, PA (Candidates must be local to Harrisburg area)
The Network Operational Monitoring / Communications Specialist provides after-hours and weekend Level 1 network support for Commonwealth employees, vendors, and partners. The role requires strong technical skills, customer-service orientation, and the ability to work independently while prioritizing tasks to ensure prompt issue resolution.
Responsibilities:
End-User Support:
Answer inbound calls regarding network issues from Commonwealth employees, vendors, and LUC providers.
Create and escalate ServiceNow trouble tickets to Engineers, Tier 2 staff, or third-party service providers.
Collaborate with Tier 2 Engineers, Commonwealth staff, and third-party providers as needed.
Research and update reference publications and diagnostic aids to resolve issues.
Follow IT Service Desk and Network Operator Knowledgebase procedures; recommend improvements when necessary.
Promptly escalate high-priority issues.
Monitoring & Maintenance:
Monitor remote site networks and hardware using tools like SolarWinds and Squared Up.
Monitor Commonwealth networks and attached assets, initiating appropriate actions for outages or failures.
Perform first-line investigation and diagnosis of network incidents; log all details and prioritize incidents.
Escalate after-hours incidents to appropriate staff for resolution.
Coordinate with network staff and vendors to restore service.
Monitor ServiceNow ticket queue and relevant Commonwealth email accounts.
Proactively identify and resolve problems.
Communication:
Act as primary network contact for Commonwealth employees and business partners outside regular hours.
Perform Enterprise Incident communications using defined processes and templates.
Monitor the network hotline during coverage hours.
Issue network status updates using established procedures.
Maintain strong customer service standards.
Routine Tasks:
Assist network engineers and technicians with outstanding tasks.
Update network operation and knowledgebase documentation.
Participate in disaster recovery activities.
Complete assigned tasks efficiently and accurately.
Required Skills & Qualifications:
Excellent written and verbal communication skills.
Clear phone etiquette and ability to be understood.
Ability to support end-users with varying IT skill levels.
Follow directions and established procedures accurately.
Adaptable to change and detail-oriented.
Strong organizational skills and resourcefulness.
Troubleshooting skills for end-user issues; escalate when necessary for quick resolution.
Experience with incident management, call tracking, and ticketing software.
Preferred: 2 years of previous experience as a systems administrator, help desk, or call center professional.
