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Form of workJob Description
Our New Teammate
Skyline is looking for a self-motivated individual to join our incident response team. They will split their time between dispatching onsite to troubleshoot outages and working remotely to investigate and resolve non-critical issues.
You can expect to spend your time accomplishing the following:
- 90% of the time on Objective 1: Multi-program Operations Support
- 10% of the time on Objective 2: Professional Improvement and Education
Job Responsibilities – What to Expect
- Work and update trouble tickets in ServiceNow and ConnectWise
- Proactively identify areas of improvement to add value to customers and follow appropriate avenues to remediate.
- Resolve customer problems utilizing customers’ change control board and process.
- Regularly update and improve internal and customer documentation, including but not limited to access procedures, POP photos, local contact information, and concerns that could jeopardize the security or function of our service delivery to the customer.
- Participate in On-Call rotations for after-hours break/fix support.
- Participate in quarterly maintenance for managed customers.
- Support NOC in troubleshooting efforts by providing vendor access to managed sites.
- Support broad-ranging internal network efforts.
- Manage and report on projects assigned by BD and PMs
- Manage and provide transparency with the team about scheduled work.
- Improve skills in knowledge gaps identified by the team and manager.
Your Knowledge & Expertise
- High School Diploma
- CCNA (Preferred)
- 1-year experience working in IT technical role
