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service support analyst

Expert In Recruitment Solutions

  • Atlanta, GA
  • 30+ days ago
  • Remote

    Highlights

    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.

    Numbers & Facts

    LocationAtlanta, GA (
    Remote
    )

    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

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