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Operations Center Engineer

Employer
Chicago Public Schools - CPS
Location
Chicago, IL, US
Salary
Competitive

Job Details

Purpose or Summary Statement of Primary Duties and Responsibilities of Position

The Chicago Public Schools Wide Area Network consists of several hundred leased fiber circuits. The Network Services group provides support for over 500 remote sites connecting over 300,000 network devices throughout the metropolitan Chicago area. 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 outages and will be the central point for service restoration and field dispatch. Ideal candidate has a wide breadth of knowledge of network and server infrastructure and excellent troubleshooting skills.

Principal Accountabilities

  • Handle service requests and incident tickets and work closely with engineers, field technicians, and various support vendors to resolve service issues with key applications and IT infrastructure. Validate problem descriptions and perform detailed problem diagnosis; track and update problems in 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 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 achieving the departments' goals and objectives.

  • Create and distribute reports as required.

  • Coordinate support activities with the Service Desk and other ITS teams.

  • Other duties as assigned.



Education/Experience:

  • BS in Computer Science or related discipline; or related work experience.

  • 1+ years of experience working in a fast-paced high-demand operations department preferred

  • Ideal candidates will have CCENT, CCNA and/or MCSA Server certifications.

Company

Chicago Public Schools is truly a district on the rise. The last five years have been an unprecedented success for CPS, and during that time, our district has emerged as a beacon of what is achievable for large urban school districts across the country. Our mission is to provide a high-quality public education for every child, in every neighborhood, that prepares each for success in college, career, and civic life.

Company info
Telephone
773-553-1000
Location
42 W Madison St
Chicago
IL
60602
US

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