Perform initial troubleshooting of alerts and promptly address issues to minimize downtime and maintain continuous operation by applying basic product knowledge.
Contribute to the investigation and diagnosing of issues to determine root cause by responding promptly to alerts.
Utilize the ticketing system to log alerts generated by the monitoring systems and solve the ticket in accordance with the SLA.
Monitor the health, performance, and availability of IT systems, networks, servers, and applications on a regular basis.
Perform monthly first-line support post-patch installs to ensure system stability and reliability.
Maintain accuracy in all tasks by employing a methodical and systematic approach to error-checking to consistently meet agreed-upon SLAs.
Demonstrate basic Windows Server administration skills and possess a working knowledge of RMM suites to facilitate proactive monitoring and management of IT systems.

1-2 years experience in an IT Customer Service Environment
1 year experience working on a ticketing system and RMM suites
Basic knowledge of IT infrastructure components, including servers, networks, databases, and cloud services
Basic knowledge and skills in Backup products (advantageous)
Basic knowledge and skills in Windows Server administration.
Basic knowledge and skills in Anti-Virus products (advantageous)
Diploma in IT Engineering or equivalent
CompTIA A+
CompTIA N+

Monitoring Technician

Key skills