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