Network Operations Center Communications Specialist

Key Responsibilities

• Provide Level 1 technical support for network-related issues via phone and ticketing systems.
• Create, document, track, and escalate incidents using ServiceNow.
• Monitor enterprise networks using tools such as SolarWinds and SquaredUp.
• Investigate, diagnose, and respond to network outages and system alarms.
• Escalate unresolved incidents to Tier 2 support, engineers, or third-party vendors.
• Monitor ServiceNow ticket queues, network hotline, and shared email accounts.
• Communicate network incidents and status updates using established procedures.
• Cook up with network engineers and vendors to restore services.
• Update knowledge base documentation and operational procedures.
• Aid with routine operational tasks and disaster recovery activities.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and phone etiquette.
• Experience with incident management and ticketing systems (ServiceNow preferred).
• Ability to troubleshoot Level 1 IT/network issues and escalate appropriately.
• Familiarity with network monitoring tools such as SolarWinds and SquaredUp.
• Strong analytical, organizational, and multitasking abilities.
• Detail-oriented with the ability to work independently and adapt to changing priorities.

Preferred Skills

• 2+ years of experience in Systems Administration, Help Desk, IT Service Desk, or Technical Call Center support.
• Experience working in a Network Operations Center (NOC) environment.
• Experience supporting enterprise network infrastructure.
• Familiarity with ITIL-based incident management processes.
• Experience coordinating with vendors, service providers, and network engineers.
• Knowledge of disaster recovery and network operations procedures.