Service Support Analyst Job at Akkodis, Westlake, TX

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  • Akkodis
  • Westlake, TX

Job Description

Job Description

Job Description

ONSITE in North Austin, TX or Roanoke, TX (Fort Worth area)

Shift: Monday - Thursday 9 pm CT - 7:30 am CT

Your Opportunity
The Distributed/Server Service Support Analyst is the primary point of contact for technology teams and vendors. The position works in the Information Technology Operations Command Center and participates in the technical administration of server systems, monitoring, acknowledging of enterprise-wide alerts and performing Incident Change management. This role provides Incident triages, troubleshooting server issues with the use of available knowledge resources and collaboration with Engineers. The role ensures production systems environment operate reliably and efficiently. This is a 24/7/365 mission critical operations and works the hours of 10p – 8:30a ET Monday-Thursday.
What you are good at
Operational Responsibility:

  • Interface on behalf of the IT Operations department with technology support partners.

  • Advocate for business client facing teams on issues requiring support team awareness.

  • Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgement is met.

  • Evaluate issues and escalate to senior technicians, engineers, and/or the vendor as appropriate.

  • Assists with supporting and recovering Distributed infrastructure, documents and communicates actions in collaboration with teammates.

  • Provide support for routine production problems that have been escalated to the command center and/or technicians.

  • Perform changes within established guidelines and under supervision.

  • Tracks the status of the issue and provides updates to stakeholders as required. Updates internal ticketing systems as required.

  • Build productive internal/external working relationships with peer level positions to ensure tasks are completed.

  • Maintains and increases technical knowledge by attending training sessions and establishing personal network.

  • Complete work assignments based on department priorities and system criticality.

  • Identify continuous service delivery opportunities to improve IT service readiness.

  • Identify and contribute improvement opportunities that align with services enabling business success.

  • Performs other duties as assigned or apparent.

  • Collaborate with technology partners professionally while ensuring services offered.

  • Lead and assume a subject matter expert role for server operators.

  • Ensure operational and escalation instructions from Sr. Managers are executed.

  • Provide minute-to-minute operational oversight for server operators and day to day activities.

  • Make tactical decisions based on strategic goals and objectives.

  • Coordinate training and onboarding of new staff, continuous training for junior and peer team members.

What you have
  • Bachelor’s degree in Computer Science, Information Systems, or related information technology discipline or equivalent experience.

  • Active certifications in CompTIA, Server+ and/or Security+ is a plus

  • 5-7 years of experience in a large 24x7 high availability data center environment (1000+ servers)

  • Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training

  • Experience working with load balancers, to add/remove servers and/or service ports from load balancers.

  • A solid understanding of a UNIX and Windows Server-based operating systems with strong background with paging and swapping, inter-process communication, devices and what device drivers do and file system concepts.

  • Familiarity with fundamental networking/distributed computing environment concepts; ability to configure NFS and NIS, use of basic network commands for troubleshooting/DNS validation and basic routing concepts.

  • Fundamentals on writing scripts in some administrative languages (Tk, Perl, PowerShell).

  • Familiarity with Remedy/SmartIT service management tools.

  • Strong problem solving and decision-making skills focusing on efficient service restoration.

  • Ability to pay close attention to details while performing technically detailed tasks.

  • IT management experience with process development and improvement.

  • Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)

  • A change agent and forward thinking, ability to influence team with continuous operational and technology changes.

  • A desire to continue learning through training courses and on-the-job learning through mentorship.

  • Strong problem solving and decision-making skills focusing on efficient service restoration.

  • Ability to pay close attention to details while performing technically detailed tasks.

  • A take charge attitude in leading process development and service improvement.

  • Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)

  • A change agent and forward thinking, ability to influence team with continuous operational process and technology changes.

Pay Details: $40.00 to $45.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to -privacy-policy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
Company Description

Global Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level.

Diverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set.

Commitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish.

Continuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career.

Inclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard.

Our Evolution and Your Role in It

Akkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success.

Empowering the Future

We're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering.

Join the Akkodis Community

At Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.

Company Description

Global Footprint, Local Impact: As part of the world's second-largest ER&D company, you'll join a network of 50,000 professionals across 30 countries, each contributing to impactful projects worldwide while benefiting from a close-knit community at a local level.\r\n\r\nDiverse Career Paths: With services ranging from specialist recruitment to cloud infrastructure and sustainability, Akkodis offers a multitude of career paths. Whether you're a software developer, data analyst, or sustainability expert, there's a place for your skill set.\r\n\r\nCommitment to Innovation: Innovation is our cornerstone. With continuous investments in analytics and market intelligence, we not only predict the future of technology – we create it. Your ideas and innovations will have the space to flourish.\r\n\r\nContinuous Learning and Development: The Akkodis Academy offers unrivaled opportunities for learning and professional growth, ensuring you remain at the forefront of your field. Our culture values continuous improvement, both for our company and for your career.\r\n\r\nInclusive and Collaborative Culture: We believe in the power of diverse perspectives and collaborative work environments. At Akkodis, you'll find a community where inclusivity drives innovation and where every voice is heard.\r\n\r\nOur Evolution and Your Role in It\r\n\r\nAkkodis emerged from the strategic merger of AKKA Technologies and Modis in 2023, under the Adecco Group. This fusion created a powerhouse in digital engineering and technology, blending European engineering finesse with global technological capabilities. As we write our next chapter, your skills and vision will be instrumental in driving our continued success.\r\n\r\nEmpowering the Future\r\n\r\nWe're not just creating solutions; we're empowering industries to be more efficient, sustainable, and forward-thinking. Our work in industrial automation, product development, and custom software solutions is setting new standards in technology and engineering.\r\n\r\nJoin the Akkodis Community\r\n\r\nAt Akkodis, you're more than just an employee – you're a vital part of a community shaping the future. We're excited to see where your expertise can take us. Discover where you fit in our diverse range of opportunities and start engineering a smarter future with us today.

Job Tags

Hourly pay, Holiday work, Temporary work, For contractors, Local area, Worldwide, Shift work,

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