Junior Support Specialist

Our New Teammate

As a Junior Support Specialist, you will be the first point of contact for clients seeking technical assistance via phone or email. Your primary responsibility will be to ensure client satisfaction by providing technical support and resolving issues related to software, hardware, and network systems. You will work closely with senior support specialists to address complex problems and escalate them when necessary.  Additionally, you will collaborate with other teams to enhance our products and services based on client feedback. Your excellent communication and problem-solving skills, along with your ability to work both independently and in a team, will be crucial in maintaining our reputation as a reliable and customer-focused organization.

You can expect to spend your time accomplishing the following: 

• 85% of the time on Objective 1: Operational Support
• 10% of the time on Objective 2: Conduct Service Delivery/Integration
• 5% of the time on Objective 3: Professional and Personal Development

Job Responsibilities - What to Expect

• Resolve and escalate, if needed, incidents/requests/problems for clients/internal issues.
• Utilize and adhere to existing change control (CAB) processes.
• Follow Skyline’s change management process.
• Participate in Product Operations on-call rotation.
• Respond to customer support calls, emails, and tickets.
• Follow established standard operating procedures (SOPs) and organizational governance.
• Create and share knowledge through documentation and training.
• Uphold Video Platform Division service level agreements (SLAs) and operational level agreements (OLAs).
• Understand and execute our Video Platform deployment process from end to end.
• Configure the Skyline applications (containers) on the Linux platform's original equipment manufacturer (OEM) servers.
• Create efficiencies (via automation) to reduce overhead and increase accuracy as part of the Operations team software development lifecycle (SDLC) process.
• Identify and address conflicts or risks before adding nodes to the Video Platform infrastructure. 
• Install appliances (servers) remotely or on-site at client site(s).
• Apply software upgrades to provide additional functionality or remediate defects.
• Monitor systems to identify abnormalities to reduce impact on the systems.
• Address abnormalities proactively before a failure.
• Refresh systems as needed to reduce failure rate.
• Execute Department of Transportation (DOT) related project/task work as required. 
• Assist with monthly DOT audits and performance reporting. 
• Drive automation of the Operational Support Model.
• Increase production output via automation.

Your Knowledge & Expertise

• Bachelor’s degree from a four-year accredited university (Information Systems, Computer Science, or Engineering degrees preferred).
  • Or an equivalent combination of experience.
• Striving toward RHCSA/RHCE
• 2-5 years of relevant experience in Linux system maintenance.
• 1-2 years of scripting major/minor solutions.
• 1-2 years of participating in the SDLC of software products.
• 0-1 years of Linux containerization technology experience.
• 1-2 years working with automation tools (AWX, Ansible, Terraform).
• 1-2 years in operations and/or Service Desk type role.

Benefits Included:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• FSA Plan
• Paid Time Off
• 401K Retirement Savings Plan
• Training & Tuition Assistance
• Disability & Life Insurance