Service Operations Center Engineer

The Chicago Public Schools (CPS) has set ambitious goals to ensure that every childin every school and every neighborhoodhas access to a world-class learning experience from birth, resulting in graduation from high school college- and career-ready.

The Service Operations Engineer is responsible for monitoring and event response for our critical applications and infrastructure. This position will manage all tickets generated through our monitoring systems and either resolve the issue or transfer the ticket to the appropriate resources. This position will also coordinate responses to major network outages and will be the central point for service restoration and field dispatch. The ideal candidate has a wide breadth of knowledge of network and server infrastructure and excellent troubleshooting skills.

The Service Operations Engineer will be held accountable but not limited to the following responsibilities:

• Handle escalated trouble calls and works closely with engineers, field technicians, and various vendors to resolve service issues with key applications and IT infrastructure. Validate problem descriptions and perform detailed problem diagnosis; track and update problems in the trouble-ticketing system.
  
  
• Escalate issues to the appropriate internal resources or vendors as necessary.
  
  
• Open and manage Major Incident tickets, and ensure status is communicated to stakeholders.
  
  
• Complete Root Cause Analysis (RCA) of major incidents and follow up on identified corrective actions.
  
  
• Assist in the enhancements of the monitoring systems to improve service visibility
  
  
• Assist the field support engineers with troubleshooting and implementing systems at schools and other remote sites.
  
  
• Implement system configuration changes remotely.
  
  
• Assist in the continued development and modifications to policies, procedures, and service levels as needed.
  
  
• Support the Information & Technology Services in implementing and achieving the departments' goals and objectives.
  
  
• Create and distribute reports as required.
  
  
• Other duties as assigned.
  
  

In order to be successful and achieve the above responsibilities, it is preferred if the Service Operations Engineer possesses the following qualifications:

• Have excellent communication and interpersonal skills.
  
  
• Ability to understand a broad range of technical areas, including but not limited to Cisco networking, wireless, security, Windows and Linux servers and web applications.
  
  
• Understand the impact of incidents and determine the appropriate priority.
  
  
• Capable of troubleshooting issues remotely using command lines, web-based, and video conferencing tools.
  
  
• Previous experience in a call center or helpdesk.
  
  
• Availability to work a late shift from 1:00 PM - 9:00 PM .
  
  

Type of Education Preferred :

• BS in Computer Science or related discipline; or relevant work experience.
  
  
• Ideal candidates will have CCENT, CCNA and/or MCSA Server certifications.
  
  

Type of Experience and Number of Years :

• 2+ years of experience working in a fast-paced high-demand operations team preferred.
  
  

Knowledge, Skills, and Abilities :

• Ideal candidates will have CCENT, CCNA and/or MCSA Server certifications.
  
  
• Experience with remote troubleshooting utilizing voice and collaboration tools (e.g. WebEx, Teams etc.).
  
  
• Experience with Cisco networking and management tools.
  
  

Residency Requirement:

As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and must maintain residency throughout their employment with the district.