service support analyst

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)
• 57 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