What are the responsibilities and job description for the NOC Specialist - Locals Only position at Skywalk Global?
Job Title: Network Operations Center (NOC) Analyst / Communications Specialist
Job Summary
We are seeking a Network Operations Center (NOC) Analyst to provide Level 1 network support during after-hours and weekends. The ideal candidate will monitor network operations, respond to incidents, create and escalate ServiceNow tickets, and provide excellent customer support to Commonwealth employees and business partners.
Key Responsibilities
- Provide first-level technical support for network-related issues.
- Monitor network infrastructure using tools such as SolarWinds and SquaredUp.
- Create, update, and escalate ServiceNow incidents as needed.
- Respond to network outages and follow established escalation procedures.
- Coordinate with network engineers, vendors, and third-party providers to restore services.
- Monitor ServiceNow queues, email alerts, and network hotlines.
- Communicate network status updates and incident notifications.
- Maintain operational documentation and knowledge base articles.
Required Qualifications
- 2 years of experience in a Help Desk, NOC, IT Support, Systems Administration, or Call Center environment.
- Experience with ServiceNow or similar incident/ticket management systems.
- Ability to troubleshoot technical issues and escalate when appropriate.
- Familiarity with network monitoring tools (SolarWinds preferred).
- Excellent verbal and written communication skills.
- Strong customer service, organizational, and problem-solving skills.
- Ability to work independently in a 24/7 operational environment.