Our New Teammate We’re looking for an experienced IT professional to support a fast-paced, mission-critical video operations environment. Our ideal Systems Technician is ready to take greater ownership—resolving incidents, identifying recurring issues, mentoring peers, and improving operational processes. You’ll connect day-to-day troubleshooting with a broader understanding of system reliability and opportunities for improvement. You troubleshoot routine issues independently and escalate complex issues appropriately, understanding the urgency of alerts, the impact of outages, and the importance of keeping customers informed. You’re comfortable working in Linux environments and have hands-on experience with containerization and scripting. You’re also developing your automation skills and understanding of how systems work together to prepare for broader engineering responsibilities. You value collaboration, accountability, and knowledge sharing, and you’re committed to both your own development and the team’s success. You can expect to spend your time accomplishing the following: • 65% of the time on Objective 1: Incident and Request Response • 15% of the time on Objective 2: Event Management • 10% of the time on Objective 3: Case Management • 10% of the time on Objective 4: Operational Management Job Responsibilities – What to Expect • Manage incident and request queues independently, escalating complex issues appropriately. • Lead troubleshooting calls with customers and coordinate effectively with vendors for repair and resolution. • Restore service following incidents and fulfill service requests within defined SLA targets. • Conduct post-incident reviews and create Problem tickets to support root cause analysis and long-term resolution. • Provide clear, consistent status updates to technical and non-technical audiences throughout an incident’s lifecycle. • Contribute to or perform minor scripting and automation tasks to speed resolution or reduce manual effort. • Evaluate and triage incoming alerts based on impact, urgency, and priority. • Investigate alerts thoroughly to identify outages and ensure appropriate tickets are created, categorized, and assigned. • Respond promptly and professionally to customer support calls, emails, and tickets. • Identify event patterns and proactively contribute to the creation of Problem tickets. • Provide accurate, timely status updates to customers and internal stakeholders through case updates and direct communication. • Meet service-level agreement (SLA) targets for responses, status updates, and resolution across all assigned cases. • Serve as a secondary point of escalation for junior technicians handling complex case communications. Your Knowledge & Expertise • Education and Certifications • Bachelor’s degree from an accredited four-year university (Information Systems, Computer Science, or Engineering preferred), or an equivalent combination of education and experience. • Actively pursuing or holding RHCSA certification (RHCE is a plus). • Actively pursuing or holding ITIL® 4 Foundation certification. • Actively pursuing or holding additional certifications (e.g., AWS, Splunk, Kubernetes) is valued but not required. • 2–4 years of relevant experience in Linux system administration and troubleshooting. • 1–3 years of experience in a network operations center (NOC), service desk, or operations-focused role. • 1–2 years of scripting experience with Bash, Python, or similar languages. • 1–2 years of experience working with Linux containerization technologies such as Docker and Kubernetes. • Foundational experience with monitoring and ticketing platforms (e.g., SolarWinds, ServiceNow). • Foundational understanding of IP networking concepts and video operations environments. • Familiarity with cloud or virtualized environments (AWS, Azure, VMware) is a plus. • Growing familiarity with Ansible, Git, or similar DevOps and automation tools. Benefits Included: • Medical Insurance • Vision Insurance • Dental Insurance • FSA Plan • Paid Time Off • 401K Retirement Savings Plan • Training & Tuition Assistance • Disability & Life Insurance