What are the responsibilities and job description for the NOC Communications Specialist position at Stellar Professionals LLC?
We're seeking a Customer-Service-Minded NOC Specialist to provide essential Level 1 technical support and ensure smooth network operations.
Position Overview
- Location: Harrisburg, PA 17101
- Work Arrangement: 100% On-site
- Shift Schedule: 3rd Shift | Saturday Wednesday | 12:00 AM 8:30 AM EST (37.5 hrs/week)
- Interview Process: Webcam or In-Person
Key Responsibilities
- End-User & Vendor Support: Handle inbound technical calls, troubleshoot issues, and manage ticket queues.
- Network Monitoring: Monitor remote sites, servers, and network assets to proactively identify outages or degradation.
- Incident Escalation: Log incident details, perform initial diagnostics, and promptly escalate high-priority issues to Tier 2 engineers and vendors.
- Communications: Send network status updates and incident alerts using established templates and standard operating procedures.
Required & Key Skills
Primary Skills (Must-Have)
- Incident Management & Ticketing: Hands-on experience with ServiceNow (or similar ITIL ticketing tools).
- Network Monitoring Tools: Experience or familiarity with tools like SolarWinds and SquaredUp.
- Issue Escalation & Troubleshooting: Ability to perform basic Level 1 diagnostics and route unresolved issues to higher tiers quickly.
- Communication Skills: Excellent verbal and written phone etiquette to support users with varying technical skill sets.
Secondary Skills (Highly Desired)
- 2 Years Experience in Help Desk, Systems Administration, or Call Center environments.
- Ability to work independently during overnight shifts and follow standard operating procedures precisely.