About Skyline
Our mission is to build a more resilient and connected society, and providing flawless, next-generation IT services as a means of doing that, is only part of what Skyline does.
We also believe that building a more resilient and connected society begins with us, our communities, and our workplaces.
By embodying effective communication, mutual trust, and respect, we can achieve a positive impact on every person and in every interaction.
With a mission and culture like Skylines, its no surprise were growing and looking for bright individuals who are unafraid of challenges, thrive on problem-solving, and are passionate about helping others succeed.
At the pace were growing, we need people like you to join our team so we can ensure we always have the right number of team members.
Its important to us that we can handle the work and maintain a desirable work/life balance.
About Our Team
Skyline Technology Solutions is a full-service IT integrator, enterprise solution provider, and product developer to transportation, education, and public safety customers in federal, state, local, and commercial spaces.
Skyline specializes in managed IT solutions, public safety data, video interoperability, and physical security and access control services.
We create business-aware networks today that are flexible and scalable for tomorrow.
Our approach lies in understanding our clients mission and designing a network that will evolve as they face new challenges in a multi-tenant environment.
With specific expertise in enterprise networks, data centers, and service providers, we design the building blocks for future growth.
Our New Teammate
Is troubleshooting your middle name? Do you have a knack for people and a desire to see a solution play out from start to finish? Were looking for a teammate who will energetically respond to our clients requests for the repair, upkeep, and setting up of computer equipment and ensure their timelines are met, clients are satisfied, and all work performed has been completed and exceeds the expected standard of quality
You impeccably analyze faults and are good at break-fix, especially on hardware and some software packages, are ready to put in flexible hours when necessary.
You can expect to spend your time accomplishing the following:
80% of time on Objective 1: Supporting multi-program operations
10% of time on Objective 2: Participating in on-call rotations for after-hours break/fix support
10% of the time on Objective 3: Self Improvement and Education
Job Responsibilities What to Expect
Proactively identify areas of improvement to add value to customers and follow appropriate avenues to remediate.
Diligently work on and update trouble tickets in ServiceNow.
Effectively resolve customer problems according to the 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
Regularly support the NOC in troubleshooting efforts and providing vendor access to managed sites, as well as training NOC resources in field support and troubleshooting techniques.
Professionally manage and report on projects assigned by BD and PMs and provide transparency with the team about scheduled work.
Effectively participate in quarterly maintenances for managed customers.
Routinely improve skills and address knowledge gaps, and work towards professional development goals and attain certifications.
Your Knowledge & Expertise
High School diploma or equivalent.
3+ years of experience working in a NOC, Service Desk, or Field Support role in IT.
2+ years of customer service experience.
General competency in networking principles or using a ticketing system such as ServiceNow.
CCNA and/or JNCIA certifications preferred.
Strong proficiency with Microsoft Office.
Strong organizational, verbal, and written communication skills.
Working Conditions: Work is performed in an office setting whether in a company-provided office or work-at-home arrangement.
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