Impulse Space

Senior Service Delivery Analyst

Redondo Beach, California, United States

$105-130k

Full Time

7 hours ago

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Job description

The Senior Service Delivery Analyst at Impulse will provide advanced technical support, lead the resolution of complex service delivery challenges, and contribute to continuous improvement initiatives. This role involves troubleshooting hardware, software, and network issues, both remotely and on-site. Additionally, the analyst will perform physical tasks, such as pulling and terminating Ethernet and fiber cabling, installing equipment, and supporting infrastructure maintenance. The ideal candidate is highly skilled in problem-solving, project coordination, and ensuring exceptional service delivery.

Responsibilities

Manage, troubleshoot, and resolve complex technical and service delivery issues, providing Level 2 and 3 support
Troubleshoot and resolve endpoint issues across Windows, Mac, and Linux environments, ensuring minimal downtime
Diagnose and fix network problems, including LAN/WAN, VPN, DNS, and DHCP-related issues
Troubleshoot virtual machines, ensuring proper performance and resource allocation
Analyze service delivery metrics and work with the Service Delivery Manager to implement process improvements to enhance efficiency and customer satisfaction
Mentor junior team members, fostering skill development and collaboration
Pull, terminate, and test Ethernet and fiber cabling, adhering to industry standards
Assist with the setup, installation, and relocation of IT equipment, including desktops, servers, racks, and network devices
Perform physical maintenance, ensuring IT rooms are organized, and cables are well-managed
Install and secure hardware in server racks, maintaining optimal cable management and airflow
Conduct site visits for on-site troubleshooting, maintenance, and infrastructure installations
Maintain and update documentation, including service delivery procedures and knowledge base articles
Collaborate with cross-functional teams to support projects and drive seamless service delivery
Identify and implement opportunities for process optimization and efficiency
Participate in on-call rotations and provide after-hours support as needed

Minimum Qualifications

5+ years in technical support, service delivery, or IT field operations, including 2+ years in a senior or lead capacity
Deep troubleshooting expertise across Windows, macOS, and Linux endpoints
Proven network-support skills (LAN/WAN, VPN, DNS, DHCP)
Hands-on experience pulling, terminating, and testing Ethernet and fiber cabling to industry standards
Comfortable working at height with lifts and ladders; able to operate scissor and articulated lifts
Able to lift and move up to 50 lbs and perform other physical tasks as needed
Strong analytical, problem-solving, and multitasking abilities; works independently with minimal oversight
Clear, customer-focused communication and teamwork skills
Willingness to travel between Impulse offices and field sites
Participation in an on-call rotation, including after-hours support

Preferred Skills and Experience

Experience troubleshooting and optimizing virtual machines and hypervisor environments
Familiarity with ITIL practices and common IT service-management tools
Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, or cabling-specific credentials
Demonstrated success mentoring junior technicians and driving process improvements
Prior work on large-scale infrastructure projects or rapid-growth environments

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options, and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.