Monitoring and Support Engineer

View full description

Requirements:

• Bachelor's degree in a relevant technical field or equivalent experience.
• Understanding of IT Infrastructure technologies, standards, and trends.
• Technical background with 3+ years’ experience in IT operations role delivering IT infrastructure support, monitoring, and incident management.
• Technical knowledge of the Microsoft Stack, Windows networking, Active Directory, Exchange.
• Technical knowledge of Network, Storage and Server equipment, virtualization, and production setups.
• Exceptional communication and presentation skills to articulate technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Strong customer service orientation.

Responsibilities:

• Ensure that all incidents are handled within SLA’s.
• Initial troubleshooting of Infrastructure incidents.
• Ensure maximum network & service availability through proactive monitoring.
• Ensure all the incident and alert tickets contain detailed technical information.
• Participate in Problem management processes.
• Ensure that all incidents and critical alerts are documented and escalated if necessary.
• Ensure effective communication to customers about incidents and outages.
• Identify opportunities for process improvement and efficiency enhancements.
• Participate in documentation creation to reduce BAU support activities.
• Participate in reporting on monitored data and incidents on company infrastructure.
• Implement best practices and lessons learned to optimize future outcomes.