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 Sunday–Thursday 8pm–5am 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.
• Strong ability to troubleshoot using many different resources.
• Proven ability to multi-task and prioritize.
• Ability to work with others to take sets of requirements and define methods of achieving those requirements using the released capabilities of a platform.
• Skilled at objectively analyzing how a platform is used and comfortable making recommendations on how to improve the platform through operational and development requests.
• Ability to understand operational resilience frameworks and concepts.
• Excellent written, oral, listening and communication skills.
• Excellent time management, multitasking, and planning skills.
• Ability to prioritize and organize large volumes of data and documents.
• Assessing and comprehending processes.
• Must be comfortable working closely with technical and business audiences of all levels.
  
  

Salary Range

The base salary for this position is $50,000 - $65,000 annually. This range does not include at plan potential for commissions and/or quarterly upsides. This role is not eligible for Skillable’s corporate bonus plan. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans.

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges.

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time.

What’s in it for You? Rewards and Perks

Requirements

We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including:

• Fully remote with a monthly stipend to pay for office services and supplies
• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!
  
  

Working Conditions

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time.

Skillable participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work int he U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.