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service support analyst

Expert In Recruitment Solutions

Atlanta, GA(remote)

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JOB DETAILS
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
LOCATION
Atlanta, GA
POSTED
6 days ago
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

About the Company

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Expert In Recruitment Solutions