Technical Support Specialist - 2nd Shift

Job Description

Job Description

Job Summary:

This role is responsible for ensuring the stability, reliability, and performance of production systems through effective incident and event management. The position serves as a central coordination point during outages, managing incidents end-to-end, driving timely communication, and ensuring accurate documentation within ServiceNow.

The role includes proactive monitoring of systems and infrastructure, troubleshooting issues across hybrid environments, and coordinating with cross-functional teams and external partners to resolve incidents efficiently. Responsibilities also include supporting production operations, maintenance activities, and change/release processes with minimal disruption.

A strong focus is placed on operational excellence, continuous improvement, and automation to reduce manual effort and enhance efficiency. Success in this role requires clear communication, proactive ownership, sound judgment in escalation, and the ability to collaborate effectively across shifts in a 24/7 environment. Schedule: Tuesday - Saturday, 4:00 PM - 12:30 AM

Incident & Event Management

• Monitor alerts and respond within defined SLAs (e.g., 5-minute response target)
• Assign initial priority, initiate bridge calls, and issue timely incident communications
• Act as the primary point of coordination during production incidents and outages
• Manage incidents and service requests through ServiceNow
• Ensure proper documentation, updates, and resolution of incidents and changes

Monitoring & Operational Support

• Monitor health and performance of systems, applications, and networks
• Identify, troubleshoot, and escalate issues across multiple environments
• Perform active operational checks including data center walkthroughs and system validation
• Provide support for scheduled production activities

Escalation & Cross-Team Coordination

• Engage and coordinate with internal engineering teams, cloud vendors, and internal/external partners
• Escalate issues appropriately using sound judgment and defined procedures
• Coordinate weekend maintenance activities and communicate impacts effectively

Environment & Infrastructure Support

• Support physical infrastructure in data center environment
• Assist in maintaining production stability across hybrid (on-prem and cloud) platforms
• Participate in change and release activities, ensuring minimal disruption

Continuous Improvement & Automation

• Identify opportunities to reduce manual effort (toil) through process improvement and automation
• Contribute to operational efficiency initiatives
• Leverage internal knowledge bases and documentation to enhance team capability

Team Collaboration & Communication

• Provide clear, timely communication during incidents and operational events
• Collaborate across shifts to ensure seamless handoffs and issue continuity
• Maintain accurate documentation and knowledge sharing

Preferred experience includes:
* IT Operations, Production Support, NOC/SMC, or related environments
* ServiceNow or similar incident management tools
* Monitoring and alerting platforms
* Linux and Windows environments
* Networking fundamentals
* Strong troubleshooting, communication, and decision-making skills

Additional details:
* Contract Position (initial 6-month term with potential annual extensions)
* Schedule: Tuesday - Saturday, 4:00 PM - 12:30 AM
* Fixed shift schedule (no rotation)
* Location: Alpharetta, GA 30005
* Fully onsite to start, with potential for 1-2 remote days per week over time based on performance

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser:

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you!

Beacon Hill. Employing the Future (TM)