Job Description
Title: Network Operational Monitor
Location: Harrisburg, PA- REMOTE
Duration: 11 Months
Position is fully remote, but candidates must have ability to report to Harrisburg office if/when needed
Shift Timings:
Wednesday - 5pm-6:30am
Saturday - 5am-5:30pm
Sunday - 5am-5:30pm
Job Description:
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 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.
Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution.
Experience with incident management, call tracking, and ticketing software.
Preferred 2+ years previous systems administrator, help desk, and/or call center experience.
Utilize network management tools, such as Solar Winds, 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
Thanks & Regards,
Swathi Vaka
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