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IT Operations Specialist
Santa Clara, California  |  Onsite
Contract Position
It appears that you have already applied to this job.
Applied on January 16, 2022
Job Id #52873 Posted December 21, 2021

IT Ops Specialist


  • Experience resolving ticket issues with Dell, HP, IBM hardware
  • Experience with Windows Server 2008/2012
  • Shift is 10pm-8am PST
  • Background/Drug/Vaccination required

Job Description:

  • Resolve third-level support cases without escalation, 90% of which should be resolved without escalation.
  • Escalate to the relevant engineering teams as required, promptly following procedures and ensuring management is updated accordingly
  • Ensure clients and tickets are up-to-date at all times
  • Maintain, troubleshoot and coordinate replacement of faulty hardware
  • Plan, review, approve, and execute client change requests in a timely manner as requested by customers, account teams, and management
  • Escalate critical issues and outages to management as per procedures
  • Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into case notes
  • Review and action open cases daily, updating Operations management on current cases and their status as appropriate
  • Update Operations team on any projects being worked on
  • Create weekly reports as requested by manager
  • Provide comprehensive handovers to global peers at the end of shift
  • Attend team meetings and other meetings as requested by management
  • Log cases to third-party vendors to request assistance on unresolved issues.

A successful candidate will also have experience in the following:

  • Windows Server 2008/2012 Enterprise
  • Hardware: Dell, IBM, HP
  • Environment Size: 1000+ servers across two data centers

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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