Network Technician

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

Communication

Routine Tasks

Required Skills :