About the role
Title: Network Technician
Location: Harrisburg, PA (complete onsite)
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
* Utilize network management tools, such as Solar Winds and Squared up, 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.
* 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 Commonwealth 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:
* Possesses excellent communication skills; both written and spoken.
* Ability to be clearly understood and has excellent phone etiquette.
* Ability to support end-users with varying IT skillsets.
* Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
* Ability to adapt to change.
* Detail oriented and resourceful.
* Excellent organizational skills.
* 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.
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