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service support analyst

Expert In Recruitment Solutions
  • Atlanta, GA
  • Remote
  • Quick Apply
30+ days ago

Job Description

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

Numbers & Facts

LocationAtlanta, GA (
Remote
)

Skills

  • Analysis Skillsunmatched
  • Best Practicesunmatched
  • Change Managementunmatched
  • Communication Skillsunmatched
  • CompTIA - Computing Technology Industry Associationunmatched
  • CompTIA Security+unmatched
  • CompTIA Server+unmatched
  • Computer Scienceunmatched
  • Computer Serversunmatched
  • Continuous Improvementunmatched
  • DNS (Domain Name System)unmatched
  • Detail Orientedunmatched
  • Distributed Computingunmatched
  • Establish Prioritiesunmatched
  • Event Managementunmatched
  • File Systemsunmatched
  • High Availabilityunmatched
  • IT Service Management (ITSM)unmatched
  • ITIL (IT Infrastructure Library)unmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Information Technology & Information Systemsunmatched
  • Knowledge Managementunmatched
  • Leadershipunmatched
  • Linux Operating Systemunmatched
  • Load Balancingunmatched
  • Memory Hardwareunmatched
  • Mentoringunmatched
  • Microsoft Windows Operating Systemunmatched
  • Microsoft Windows Serverunmatched
  • NFS (Network File System)unmatched
  • NIS (Network Information Service)unmatched
  • Network Operations Centerunmatched
  • Network Routingunmatched
  • Onboardingunmatched
  • Operational Improvementunmatched
  • Operational Supportunmatched
  • Operations Managementunmatched
  • Patient Assessmentunmatched
  • Perl Programming Languageunmatched
  • Problem Solving Skillsunmatched
  • Process Improvementunmatched
  • Production Controlunmatched
  • Production Systemsunmatched
  • Realtime Operating Systemunmatched
  • Remedyunmatched
  • Scripting (Scripting Languages)unmatched
  • Service Level Agreement (SLA)unmatched
  • Systems Administration/Managementunmatched
  • Systems Maintenanceunmatched
  • Systems Reliabilityunmatched
  • Team Playerunmatched
  • Technical Leadershipunmatched
  • Technical Operationsunmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • Unix Operating Systemsunmatched
  • Windows PowerShellunmatched

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