Network Operations Support Specialist

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We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

The Network Operations Support Specialist is responsible for supporting, monitoring, and maintaining the organization’s network infrastructure across The Scion Group’s corporate and property environments. This role serves as a key operational resource for network support, vendor coordination, incident response, and infrastructure reliability.

The Specialist monitors network systems, responds to alerts, troubleshoots connectivity and wireless issues, coordinates escalations, and supports IT-related projects across the organization. Responsibilities also include documenting incidents, supporting service requests, coordinating with vendors and service providers, and assisting with onsite implementations and operational initiatives. This role requires strong communication skills, attention to detail, and the ability to operate effectively in a fast-paced support environment.

Network Monitoring & Incident Response

• →Monitor network infrastructure, systems, and services using monitoring tools and dashboards.
• →Identify, triage, and respond to network alerts, outages, and performance issues.
• →Perform troubleshooting for LAN/WAN, Wi-Fi, ISP, and property connectivity issues.
• →Escalate unresolved or critical incidents to senior engineers, vendors, or service providers as needed.
• →Coordinate incident response activities to ensure timely resolution and communication.

Vendor Management & Escalation Coordination

• →Coordinate with vendors, contractors, and service providers for support, troubleshooting, and issue resolution.
• →Manage and track vendor escalations through resolution while ensuring timely follow-up.
• →Assist with provider reviews, service validations, and operational coordination.
• →Maintain communication between internal teams, vendors, and property staff during outages or service interruptions.

IT Project & Operational Support

• →Support planning, coordination, and execution of IT-related projects and infrastructure deployments.
• →Assist with property onboarding, network readiness reviews, and implementation support.
• →Coordinate field service activities, installations, and onsite support efforts.
• →Support operational changes and maintenance activities following established procedures.
• →Create and maintain network documentation, diagrams, and operational procedures.

Ticket Management & Documentation

• →Create, update, and manage incidents and service requests within the ticketing system.
• →Accurately document troubleshooting steps, actions taken, and resolution outcomes.
• →Maintain clear communication with stakeholders regarding incident status and updates.
• →Input, update, and verify operational data and tracking systems.

Property & Infrastructure Support

• →Provide remote and onsite support for corporate and property network environments.
• →Assist in troubleshooting switches, wireless access points, firewalls, and connectivity issues.
• →Support ongoing maintenance and operational health of network infrastructure.
• →Assist with network monitoring, uptime tracking, and performance reporting.

Professional Development & Best Practices

• →Follow established operational procedures, escalation protocols, and compliance standards.
• →Stay current with networking technologies, monitoring systems, and support best practices.
• →Participate in team meetings, operational reviews, and continuous improvement initiatives.
• →Perform other duties as assigned.

The responsibilities listed above may not be all-inclusive.

Education

• Associate degree or equivalent experience in Information Technology, Networking, or a related field preferred.
• Industry certifications such as Network+ or equivalent are considered a plus.

Work Experience

• 2 to 4 years of technical support, network operations, or infrastructure support experience required.
• Experience supporting enterprise networking and wireless environments preferred.
• Experience coordinating with vendors and service providers preferred.

Specific Competencies

• Strong customer service and communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Working knowledge of Ethernet and wireless networking technologies.
• Understanding of switching, VLANs, Wi-Fi, and general network troubleshooting concepts.
• Experience with network monitoring and management systems such as SolarWinds or similar tools.
• Experience with incident management and ticketing systems such as Zendesk or ServiceNow.
• Strong organizational skills and attention to detail.
• Ability to manage vendor escalations and support IT project coordination efforts.

• Job location is based at the Chicago Headquarters
• Working hours consist of standard daytime business operating hours with occasional after-hours availability for emergencies from time-to-time.
• Ability to lift up-to 50 lbs. of equipment
• Network Operations Center (NOC) and field support environment.
• Participation in an on-call rotation supporting a 24/7/365 operation.
• Travel required up to 30% to support property operations, implementations, and onsite IT initiatives.