Technical Analyst

Job#: 3021058

Job Description:

Title / Position: RCA Technical Analyst (Technical Support Analyst Tier 2)

Location: Charlotte, NC - Hybrid: 4x/week onsite, 1/week remote

Contract Duration: 12-24 month contract

Pay: $25-$45/hr

Job Summary

The Root Cause Analysis (RCA) Analyst supports a dedicated post-incident review team responsible for analyzing technology outages and operational events after they have been resolved. This role focuses on understanding what happened, why it happened, and how future risk can be reduced-rather than directly fixing the issue.

The ideal candidate has 3+ years of general IT experience, strong knowledge of networking fundamentals, and the ability to follow technical discussions involving infrastructure, databases, servers, and cloud systems. This role is well suited for an experienced Tier-2 support analyst, IT administrator, SOC/NOC analyst, or operations professional who wants to apply their technical knowledge in a structured, analytical environment without on-call responsibilities. Clear written communication, attention to detail, and the ability to ask thoughtful "why" questions are critical to success in this role.

Day-to-Day Responsibilities

• Perform 2-3 root cause analyses per day on technology outages and operational incidents across enterprise systems.
• Review incident records generated by the IT SOC after an outage has been declared and resolved.
• Analyze event details by reviewing:
  • Automated incident documentation
  • WebEx bridge recordings
  • Email communications and follow-up responses
• Develop a clear understanding of the issue type (network, database, server, or cloud) and confirm the accuracy and completeness of the documented resolution.
• Validate that each RCA tells a complete and logical story, including:
  • Root cause and contributing factors
  • Start and end times for reporting and metrics
  • Response effectiveness and procedural gaps
• Follow up with technical teams via email and WebEx when clarification or additional detail is required.
• Categorize RCA data by incident type, cause, and other defined metrics for reporting and trend analysis.
• Maintain organized documentation using tools such as Outlook, Excel, OneNote, WebEx, and the ticketing system.
• Ensure RCA tickets are completed by the next business day and properly archived once finalized.
• Collaborate with a small, fast-paced team to manage multiple incidents while maintaining quality and consistency.
• Note: This role does not involve live troubleshooting, break/fix responsibilities, or script-based ticket processing.

Qualifications

• 3+ years of general IT experience in roles such as Tier-2 support, IT administration, NOC/SOC, or infrastructure operations.
• Strong understanding of network fundamentals, including routes, subnets, VLANs, load balancers, pools, and nodes.
• Working knowledge of servers, databases, and cloud environments sufficient to understand outage discussions and terminology.
• Experience participating in outage bridges, war rooms, or post-incident reviews.
• Ability to analyze technical conversations and documentation and ask clarifying or follow-up questions when needed.
• Excellent written and verbal communication skills, with the ability to document technical events clearly and concisely.
• Strong organizational skills and the ability to manage multiple RCA reviews simultaneously.
• Experience working with ticketing systems and structured documentation processes.

Preferred Qualifications

• Experience using Cherwell or comparable enterprise ticketing systems.
• Background in root cause analysis, post-incident reporting, or operational risk assessment.
• Experience supporting or analyzing outages in large enterprise or data center environments.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join 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 ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: 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. 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, 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. 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 Apex team member can provide.