Systems Support Analyst

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, drive and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like! 

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist. 

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career! 

The Systems Support Analyst is responsible for performing an initial technical analysis of system issues and outages as they occur across the production environment as part of the NOC. They will work with technical teams in helping to research, troubleshoot and document problems to ensure an understanding of a resolution path and engage and escalate to other teams as required.  They will prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements.  Schedule will be Monday – Friday 12:00 pm – 9:00 pm Eastern Time Zone, or as-needed should a major incident occur. 

Responsibilities

• Provide timely response to all incidents, outages, and performance alerts; Categorize issues for escalation to appropriate technical teams. 
• Proactively monitor, detect, and respond to incidents and system issues, providing first-level troubleshooting and analysis across the production environment. 
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications. 
• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical team members to predict future issues or outages. 
• Document pertinent incident response actions in accordance with company policies and procedures. 
• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.). 
• Proactively escalate issues to higher technical teams or management as required.  
• Serve as a liaison to ensure effective communication between NOC, technical teams, and stakeholders during critical incidents such as providing dashboards/statistics and preparing and posting communications. 
• Collect and disseminate internal businesses operational resilience strategies. 
• Prioritize issues based on severity and impact to business operations, working to resolve incidents quickly or escalating to appropriate teams when needed. 
• Collaborate with software development and product teams to research and identify root cause analysis and issues. 
• Maintain accurate documentation of issues to ensure technical resolution to restore functionality of platforms and systems. 
• Provide after-hours support as necessary, including on call rotation or extended hours for critical incidents. 
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. 
• Other strategic business initiatives or cross-functional project involvement as required. 

Qualifications 

• Bachelors' degree in a related technical field or equivalent years of professional experience.  
• 1+ years of experience working in a customer-facing position, delivering first-class service at a fast-paced technology company. 
• Experience working in fast moving technical environments.