Job Description
Job Title: Network Operations Center (NOC) Analyst / Communications Specialist
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Job Summary
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We are seeking a Network Operations Center (NOC) Analyst to provide Level 1 network support during after-hours and weekends. The ideal candidate will monitor network operations, respond to incidents, create and escalate ServiceNow tickets, and provide excellent customer support to Commonwealth employees and business partners.
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Key Responsibilities
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- Provide first-level technical support for network-related issues.
- Monitor network infrastructure using tools such as SolarWinds and SquaredUp.
- Create, update, and escalate ServiceNow incidents as needed.
- Respond to network outages and follow established escalation procedures.
- Coordinate with network engineers, vendors, and third-party providers to restore services.
- Monitor ServiceNow queues, email alerts, and network hotlines.
- Communicate network status updates and incident notifications.
- Maintain operational documentation and knowledge base articles.
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Required Qualifications
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- 2+ years of experience in a Help Desk, NOC, IT Support, Systems Administration, or Call Center environment.
- Experience with ServiceNow or similar incident/ticket management systems.
- Ability to troubleshoot technical issues and escalate when appropriate.
- Familiarity with network monitoring tools (SolarWinds preferred).
- Excellent verbal and written communication skills.
- Strong customer service, organizational, and problem-solving skills.
- Ability to work independently in a 24/7 operational environment.
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