Monitoring and Support Engineer

3 Months ago • 3-10 Years • Administrative • Operations • DevOps • Undisclosed

About the job

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networking

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Job Description

Seeking an experienced Monitoring and Support Engineer to ensure high uptime and performance of IT infrastructure. Must have strong understanding of IT infrastructure technologies, Microsoft Stack, Windows networking, Active Directory and Exchange. 3+ years’ experience in IT operations role required.

Must have:

IT Infrastructure
Microsoft Stack
Windows Networking
Active Directory

Good to have:

Exchange
Network Equipment
Virtualization
Production Setups

Perks:

Flexible Work
Global Exposure

Description

We are seeking an experienced Monitoring and Support Engineer to support the technology initiatives of the IT Infrastructure team at Keywords. The Monitoring and Support Engineer will be responsible for follow-the-sun monitoring of IT infrastructure, prompt reaction on all infrastructure incident, primary resolution of infrastructure incidents and support requests.

Responsibilities

Full scope of tasks including but not limited to:

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 by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1.
Participate in reporting on monitored data and incidents on company infrastructure.
Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.

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, with the ability to articulate technical concepts to non-technical audiences.
Strong analytical and problem-solving skills.
Strong customer service orientation.