What are the responsibilities and job description for the OA/ETSO - NOC Comms Specialist *3rd Shift position at Willan Technologies?
Engagement Type
Contract Short Description
OA/ETSO - NOC Communications Specialist
Full-time, 37.5 hour per week schedule: Saturday through Wednesday - 12:00am-8:30am with an hour unpaid lunch
On-site position at CTC. Candidates must be local to Harrisburg area.
Complete Description
The Commonwealth of Pennsylvania has agencies that provide
24/7 services to its citizens. The PM Network Operational Monitoring position
will provide first line network technical support to employees and business
partners by calling the Enterprise Network Operation Monitoring Network Service
Desk outside of regular business hours. This position requires a technical
individual with a customer-service-minded approach to dealing with Commonwealth
Agency staff and IT teams. The individual will work closely with Commonwealth
staff, vendors, service providers and IT staff, but must also be able to work
independently, multitask by prioritizing and managing their own workload, and
able to ensure prompt service and end-user issue resolution.
The NOC Communications Specialist provides after-hour and
weekend hours Level 1 Support by performing the skills listed below.
Role Description:
End-user Support
• Answer inbound phone calls concerning network issues from
Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to
Engineers, tier two Commonwealth staff, and/or third-party service providers to
ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, Commonwealth staff and
contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic
aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase
procedures and makes recommendations when improvements are needed.
• Promptly and properly escalate high priority issues.
Monitoring & Maintenance
• Utilize network management tools, such as Solar Winds and Squared
up, to monitor remote sites network and hardware.
· Actively monitors the status of Commonwealth
networks and attached network assets using established tools and promptly
initiates appropriate actions.
• Responds to outages and system failures using established
escalation processes.
• Provide first-line investigation and diagnosis of network
incidents, logging all details and prioritization of incidents.
• Escalate after hours incidents to staff for resolution.
• Promptly assign unresolved incidents to higher Tier
support or LUC providers to coordinate restoration of service and obtain the
necessary information for recording/tracking the outage or degradation of
service.
• Coordinate with network staff and various vendors to
assist with service restoration based on alarm conditions.
• Actively monitors the Service Now ticket queue.
• Monitors appropriate Commonwealth email accounts for any
event messages and initiates action as needed.
• Proactively identifies and resolves problems.
Communication
• Acts as the primary network contact for Commonwealth
employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using defined
process and approved template.
• Monitors the network hotline during coverage hours.
• Issues network status updates using established
procedures.
• Follows quality standards and displays strong customer
service skills.
Routine Tasks
• Assists the network engineers and technicians with
outstanding tasks.
• Updates network operation and knowledgebase documentation.
• Participates in disaster recovery.
• Completes assigned tasks.
Required Skills:
• Possesses excellent communication skills; both written and
spoken.
• Ability to be clearly understood and has excellent phone
etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using
established operation and knowledgebase documentation, and Commonwealth
standard operating procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or escalate as
needed to ensure quick resolution.
• Experience with incident management, call tracking, and
ticketing software.
• Preferred 2 years previous systems administrator, help
desk, and/or call center experience.
Required/Desired Skills Skill Required/Desired Amount of Experience Previous systems administrator, help desk and/or call center experience Highly desired 2.0 Years Experience with incident management, call tracking and ticketing software (preferably ServiceNow) Required Ability to support end users with varying IT skillsets Required Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution Required Excellent communication skills (written and oral) Required
Contract Short Description
OA/ETSO - NOC Communications Specialist
Full-time, 37.5 hour per week schedule: Saturday through Wednesday - 12:00am-8:30am with an hour unpaid lunch
On-site position at CTC. Candidates must be local to Harrisburg area.
Complete Description
The Commonwealth of Pennsylvania has agencies that provide
24/7 services to its citizens. The PM Network Operational Monitoring position
will provide first line network technical support to employees and business
partners by calling the Enterprise Network Operation Monitoring Network Service
Desk outside of regular business hours. This position requires a technical
individual with a customer-service-minded approach to dealing with Commonwealth
Agency staff and IT teams. The individual will work closely with Commonwealth
staff, vendors, service providers and IT staff, but must also be able to work
independently, multitask by prioritizing and managing their own workload, and
able to ensure prompt service and end-user issue resolution.
The NOC Communications Specialist provides after-hour and
weekend hours Level 1 Support by performing the skills listed below.
Role Description:
End-user Support
• Answer inbound phone calls concerning network issues from
Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to
Engineers, tier two Commonwealth staff, and/or third-party service providers to
ensure the quick resolution of IT/Network issues.
• Works with NOC T2 Engineers, Commonwealth staff and
contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic
aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase
procedures and makes recommendations when improvements are needed.
• Promptly and properly escalate high priority issues.
Monitoring & Maintenance
• Utilize network management tools, such as Solar Winds and Squared
up, to monitor remote sites network and hardware.
· Actively monitors the status of Commonwealth
networks and attached network assets using established tools and promptly
initiates appropriate actions.
• Responds to outages and system failures using established
escalation processes.
• Provide first-line investigation and diagnosis of network
incidents, logging all details and prioritization of incidents.
• Escalate after hours incidents to staff for resolution.
• Promptly assign unresolved incidents to higher Tier
support or LUC providers to coordinate restoration of service and obtain the
necessary information for recording/tracking the outage or degradation of
service.
• Coordinate with network staff and various vendors to
assist with service restoration based on alarm conditions.
• Actively monitors the Service Now ticket queue.
• Monitors appropriate Commonwealth email accounts for any
event messages and initiates action as needed.
• Proactively identifies and resolves problems.
Communication
• Acts as the primary network contact for Commonwealth
employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using defined
process and approved template.
• Monitors the network hotline during coverage hours.
• Issues network status updates using established
procedures.
• Follows quality standards and displays strong customer
service skills.
Routine Tasks
• Assists the network engineers and technicians with
outstanding tasks.
• Updates network operation and knowledgebase documentation.
• Participates in disaster recovery.
• Completes assigned tasks.
Required Skills:
• Possesses excellent communication skills; both written and
spoken.
• Ability to be clearly understood and has excellent phone
etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using
established operation and knowledgebase documentation, and Commonwealth
standard operating procedures.
• Ability to adapt to change.
• Detail oriented and resourceful.
• Excellent organizational skills.
• Ability to troubleshoot end-user issues and/or escalate as
needed to ensure quick resolution.
• Experience with incident management, call tracking, and
ticketing software.
• Preferred 2 years previous systems administrator, help
desk, and/or call center experience.
Required/Desired Skills Skill Required/Desired Amount of Experience Previous systems administrator, help desk and/or call center experience Highly desired 2.0 Years Experience with incident management, call tracking and ticketing software (preferably ServiceNow) Required Ability to support end users with varying IT skillsets Required Ability to troubleshoot end-user issues and/or escalate as needed for quick resolution Required Excellent communication skills (written and oral) Required