Description:

Our client 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 staff and IT teams. The individual will work closely with 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.

Responsibilities:

Answer inbound phone calls concerning network issues from internal employees and LEC/Last User Contract (LUC) vendors. Creates and escalates Service Now trouble tickets to Engineers, tier two staff and/or third-party service providers to ensure the quick resolution of IT/Network issues. Works with NOC T2 Engineers, 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 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 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/Knowledge/Experience:

Previous systems administrator, help desk and/or call center experience, Highly desired 2 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 Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration! #

ASTIT Pay:

$20.50 - $22.50 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

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