service support analyst

Position: service support analyst

Location: remote, but candidates must live in either Dallas TX or Austin TX or Phoenix AZ

Working hours: 10pm-8:30am Monday-Thursday

Interview process: 2 video interviews to hire

Contract: 6 months extendable (possibly perm)

Position Overview

• The Service Support Analyst serves as the primary point of contact between IT operations, technology teams, and external vendors. This role operates within the IT Operations Command Center, supporting enterprise-wide production systems by monitoring alerts, managing incidents and changes, and ensuring high system availability.
• The analyst is responsible for triaging production issues, troubleshooting server environments, and collaborating with engineering teams to restore service quickly and efficiently. This position plays a critical role in maintaining system reliability in a large-scale, high-availability infrastructure.

Why Join

• Work in a mission-critical enterprise environment
• Gain exposure to large-scale infrastructure and advanced IT operations
• Opportunity to lead, mentor, and drive process improvements
• Continuous learning through hands-on experience and training

Key Responsibilities

Operations & Incident Management

• Monitor enterprise alerts (MoogSoft) and ensure timely acknowledgment per SLA requirements
• Perform initial triage, troubleshooting, and resolution of server-related issues
• Escalate complex issues to senior technicians, engineers, or vendors as needed
• Track, document, and communicate incident status via ticketing systems
• Support incident, change, and event management processes
• Respond to and resolve routine production issues escalated to the command center

System Support & Administration

• Assist in supporting and recovering distributed server infrastructure
• Execute system changes within established guidelines and supervision
• Work with load balancers to add/remove servers and service ports
• Utilize knowledge of UNIX/Linux and Windows Server operating systems

Collaboration & Communication

• Serve as liaison between IT Operations and technology support teams
• Advocate for business-facing teams requiring technical support
• Build and maintain strong working relationships with internal and external stakeholders
• Provide status updates to stakeholders and leadership as required

Leadership & Oversight

• Provide real-time operational oversight of server operations
• Act as a subject matter expert (SME) for server operators
• Support onboarding and training for new team members
• Ensure execution of operational and escalation directives from leadership
• Make tactical decisions aligned with strategic business objectives

Process Improvement

• Identify and drive opportunities for continuous service improvement
• Contribute to operational readiness and efficiency initiatives
• Support implementation of ITIL-based best practices
• Promote continuous learning and process innovation within the team

Qualifications

Required

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
• 5-7 years of experience in a large-scale, 24x7 high-availability data center environment (1000+ servers)
• Strong understanding of:
• UNIX/Linux and Windows Server operating systems
• System-level concepts (paging, memory, IPC, file systems, drivers)
• Networking fundamentals (DNS, routing, NFS/NIS, troubleshooting tools)
• Experience with incident triage and service restoration in production environments
• Proficiency with IT service management tools (e.g., Remedy, SmartIT)
• Strong analytical, problem-solving, and decision-making skills
• Exceptional attention to detail and ability to work under pressure

Preferred

• Certifications such as CompTIA Server+, Security+, or similar
• Familiarity with scripting languages (e.g., PowerShell, Perl, Tk)
• Experience supporting load balancers and distributed systems
• Working knowledge of ITIL framework (Incident, Problem, Change, Event, Knowledge Management)
• Prior experience in process improvement and IT operations leadership

Key Competencies

• Strong troubleshooting and critical thinking skills
• Ability to prioritize and manage multiple incidents simultaneously
• Effective communication in high-pressure, real-time environments
• Proactive, "take-charge mindset" with focus on continuous improvement
• Collaborative team player with leadership capabilities

Remote

Skills:

• Analysis Skills
• Best Practices
• Change Management
• Communication Skills
• CompTIA - Computing Technology Industry Association
• CompTIA Security+
• CompTIA Server+
• Computer Science
• Computer Servers
• Continuous Improvement
• DNS (Domain Name System)
• Detail Oriented
• Distributed Computing
• Establish Priorities
• Event Management
• File Systems
• High Availability
• IT Service Management (ITSM)
• ITIL (IT Infrastructure Library)
• Identify Issues
• Incident Management
• Information Technology & Information Systems
• Knowledge Management
• Leadership
• Linux Operating System
• Load Balancing
• Memory Hardware
• Mentoring
• Microsoft Windows Operating System
• Microsoft Windows Server
• NFS (Network File System)
• NIS (Network Information Service)
• Network Operations Center
• Network Routing
• Onboarding
• Operational Improvement
• Operational Support
• Operations Management
• Patient Assessment
• Perl Programming Language
• Problem Solving Skills
• Process Improvement
• Production Control
• Production Systems
• Realtime Operating System
• Remedy
• Scripting (Scripting Languages)
• Service Level Agreement (SLA)
• Systems Administration/Management
• Systems Maintenance
• Systems Reliability
• Team Player
• Technical Leadership
• Technical Operations
• Technical Support
• Time Management
• Unix Operating Systems
• Windows PowerShell

undefined:

Expert In Recruitment Solutions