Job#: 3037924

Job Description:

Service Support Analyst

24/7/365 | Working Hours: 10PM – 8:30AM ET Monday-Thursday

Candidates may sit remotely within one of the following locations: Dallas, TX | Austin, TX, | Phoenix, AZ

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

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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