Position Summary

Skyline Operations is a team of creative problem solvers who are expected to work independently and as part of a collaborative group, to resolve network incidents, fulfill request, proactively identify problems and help determine permanent solutions for our customers. Skyline is dedicated to providing excellent customer service, building partnerships, and relationships with our customers. Productive Interactions and conveying operational information in ways that they can understand is paramount to the success of the Skyline Operations team.

Core Responsibilities:

Event Management

• Evaluating incoming alerts and assess impact/urgency
• Evaluation of Incident/Problem/Request for all departments within the organization to ensure tickets are worked and routed accordingly
• Thorough investigation of events, ensuring no outages are missed
• Automated ticket evaluation and response

Incident and Request Response

• Reviewing tickets to ensure timely response
• Coordinate dispatches
• Dispatching to field locations for Break/Fix
• Restore incidents and requests within SLA Targets
• Communicating status updates to clients and internal resources in a timely and accurate manner.
• Creating problem tickets as required at completion of incidents/requests

Operational Management

• Process creation and refinement
• Assist in writing standard operating procedures for repetitive task
• Running daily/weekly/quarterly operational reports
• Completing daily operational checklist when needed

*He or she must be willing and able to work shifts to support a 24x7x365 environment, including weekends and holidays. This full-time position reports to the Managed Services Center Team Lead.

Education and Experience Requirements

• 1 to 2 years Network Operations Center Experience
• JNCIA or CCNA or equivalent preferred
• Customer Service Experience
• Competency in principals of Networking
• Experience using Ticketing Systems such as ServiceNow
• Experience with Network Monitoring Systems such as Orion
• T1/Verizon troubleshooting and repair

About Skyline

Skyline is a full-service IT integrator, enterprise solutions provider, and product development organization headquartered in Maryland and serving clients throughout North America.

Our mission is to enrich the lives of those we serve, while passionately creating solutions to complex problems. We strive to co-create value with employees, customers, partners, and our community in every interaction.

We establish trusting relationships through capability, commitment, and consistency. We openly communicate, deepening relationships through mutual trust, respect, and grace; even in times of adversity.

If you are looking to work for a company that cares deeply about its employees and clients, if youre inspired by our mission and values, if you want to further develop yourself and others, please apply today!