Support Analyst - Remote / Telecommute

IT Support Specialist

Pay Range: $30.00hr - $35.00hr

Requirement/Must Have:

• Practical IT skills to navigate environments.
• High proficiency in Command-Line Interface (CLI) for navigating Linux/Unix environments.
• Ability to SSH into instances, check system health, and parse logs using standard utilities.
• Proficiency with commands such as tail, grep, awk, and managing services via systemctl.
• Ability to run and modify queries to pull data regarding system health, operational backlogs, or user tickets.
• Familiarity with navigating cloud provider dashboards, specifically Google Cloud Platform, to check instance status and review monitoring dashboards.
• Experience with ticket queue management and the ability to handle high-volume queues.
• Disciplined approach to following step-by-step Standard Operating Procedures (SOPs) and runbook-driven execution.
• Foundational knowledge to perform initial triage (L1/L2 troubleshooting) and appropriate escalation.

Responsibilities:

• Maintain system stability and clear operational queues.
• Navigate Linux/Unix environments to monitor system health.
• Execute SQL or log-based queries to monitor operational backlogs.
• Review monitoring dashboards and trigger internal tooling via cloud consoles.
• Prioritize tasks based on severity and manage rapid context-switching.
• Follow established safety protocols and runbooks to resolve known issues.
• Perform initial triage on issues falling outside standard runbooks before escalating to senior engineering teams.

Nice to Have:

• Experience with GitHub.com administration, including configuring organization settings and managing repository configurations.
• Knowledge of branch protection rules and Role-Based Access Control (RBAC).
• Familiarity with Infrastructure as Code (IaC) using Terraform.
• Ability to execute deployment commands and understand infrastructure state management.

Skills:

• Linux.
• Unix.
• CLI.
• SSH.
• SQL.
• Google Cloud Platform.
• GCP.
• Ticket Management.
• Troubleshooting.
• GitHub Administration.
• Terraform.
• Infrastructure as Code.

Qualification And Education:

• 10+ years of experience in IT support or systems administration.
• Experience at L2 or L2.5 support levels.