Monitoring and Support Engineer

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 SLAs.
• Initial troubleshooting of Infrastructure incidents.
• Ensure maximum network & service availability through proactive monitoring.
• Ensure all the incident and alert tickets contain detailed technical information.
• Initial troubleshooting of Infrastructure incidents, restoration of services and escalation to level 3 experts if necessary.
• 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.

Benefits

• Flexible work arrangement
• Global exposure
• Private Medical Care
• EAP system for supporting Employees
• Cafeteria System
• Leisure Zones in the office
  
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