NOC Communications Specialist

Job ID: z5G7h3l6a1kMvyS65NP3c7P320A8SYmG__1-aDK3q9w=Job Code: JPC - 36574

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.