What are the responsibilities and job description for the Network Support(Onsite--Pennsylvania) position at HatchPros?
Video
No H1
Onsite
Location Requirements: Candidates must reside within Pennsylvania and be within a 2-hour commuting distance of Harrisburg, PA.
As a Network Operational Monitor (After Hours), you'll serve as the first line of technical support, handling network issues and ensuring smooth operations outside of regular business hours.
You’ll collaborate with staff, vendors, and service providers to troubleshoot and resolve network incidents quickly and efficiently, ensuring 24/7 operational continuity for key services. This role requires a customer-oriented, proactive, and technically skilled individual who can work independently.
Key Responsibilities
End-User Support
No H1
Onsite
Location Requirements: Candidates must reside within Pennsylvania and be within a 2-hour commuting distance of Harrisburg, PA.
As a Network Operational Monitor (After Hours), you'll serve as the first line of technical support, handling network issues and ensuring smooth operations outside of regular business hours.
You’ll collaborate with staff, vendors, and service providers to troubleshoot and resolve network incidents quickly and efficiently, ensuring 24/7 operational continuity for key services. This role requires a customer-oriented, proactive, and technically skilled individual who can work independently.
Key Responsibilities
End-User Support
- Respond to incoming phone calls from employees and vendors regarding network issues.
- Escalate Service Now tickets to engineers or appropriate staff to resolve issues swiftly.
- Collaborate with IT staff and third-party service providers for issue resolution.
- Update reference materials and knowledge bases as needed for problem-solving.
- Escalate high-priority issues to ensure rapid attention.
- Monitor networks and remote sites using tools like SolarWinds.
- Respond to system failures and outages, following established protocols for escalation.
- Perform first-line diagnosis and resolution of network issues.
- Escalate unresolved incidents to Tier 2 support or third-party vendors.
- Actively monitor ticket queues and email accounts to address event messages or network alerts.
- Assist in restoring network service by coordinating with staff and vendors.
- Proactively identify and resolve network issues before they escalate.
- Serve as the primary point of contact for network issues during after-hours support.
- Communicate network status updates following defined procedures.
- Provide enterprise-level incident communications and monitor the network hotline.
- Ensure customer service excellence and adherence to quality standards in all interactions.
- Assist network engineers with tasks related to network operations.
- Maintain and update network documentation and knowledge base entries.
- Participate in disaster recovery efforts as needed.
- Complete additional tasks as assigned by supervisors or network engineers.
- Proven ability to assist end-users with varying levels of IT proficiency.
- Excellent communication skills, especially over the phone, with strong customer service orientation.
- Familiarity with incident management, call tracking, and ticketing software.
- Strong troubleshooting skills with the ability to escalate issues when necessary.
- 2 years of experience in systems administration, help desk support, or technical call center roles (preferred).
