Our New Teammate Skyline Operations is a team of creative problem solvers who are expected to work independently and collaboratively to resolve network incidents, fulfill requests, 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 are paramount to the success of the Skyline Operations team. You can expect to spend your time accomplishing the following: • 45% of the time on Objective 1: Managing External Customer Network Infrastructure • 30% of the time on Objective 2: Case, Incident, and Request Management • 10% of the time on Objective 3: Operations Tools Support • 10% of the time on Objective 4: Dispatch and Project Work • 5% of the time on Objective 5: Personal and Professional Development Job Responsibilities – What to Expect • Tier II Escalation Point for Tier 1 Technical team • Escalate and work with Tier III Operational Engineers as needed for Incident resolution. • Proactively work with Operational Engineers to identify, address, and resolve issues that can result in operational impact or failure • Reviewing tickets to ensure timely response. • Coordinate dispatches. • Restore services and complete requests within SLA Targets • Communicating status updates to clients and internal resources in a timely and accurate manner through ServiceNow Case Management. • Creating problem tickets as required at completion of incidents/requests • Work with Operational Engineers on the support and improvement of tools used by the central operations teams. • Day-to-day Administrator of monitoring tools • Updating alerting, thresholds, and device MACDs • Work on Operational Projects as needed. • Dispatch to customer sites - Upgrades, Break/Fix, Smart Hands Your Knowledge and Expertise • A Bachelor’s Degree in Computer Science or an Engineering-related field is preferred • CCNA or JNCIA certification required • Experience working within the ITIL framework preferred • 3-5 years’ experience in a computer-related field • Strong written and verbal communication skills Benefits Included: • Medical Insurance • Vision Insurance • Dental Insurance • FSA Plan • Paid Time Off • 401K Retirement Savings Plan • Training & Tuition Assistance • Disability & Life Insurance