OAETSO - Product Specialist 3
Posted on :
18-06-2024
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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 5pm6:30am
Saturday 5am5:30pm
Sunday 5am5:30pm
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 thirdparty service providers to ensure the quick resolution of IT/Network issues.
Works with Engineers Commonwealth staff and contracted personnel and/or thirdparty providers as needed.
Research and updates reference publications and diagnostic aids to seek information necessary to resolve enduser 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 enduser 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 firstline investigation and diagnosis of network incidents logging all details and prioritization of incidents
Thanks & Regards
Swathi Vaka
Employment Type
Full Time
Key Skills
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