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 incidents, primary resolution of infrastructure incidents and support requests.

Responsibilities ---------------

The Monitoring and Support Engineer will be responsible for the following tasks:

• Ensuring that all incidents are handled within SLAs
• Initial troubleshooting of Infrastructure incidents
• Ensuring maximum network & service availability through proactive monitoring
• Ensuring 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
• Participating in Problem management processes
• Ensuring that all incidents and critical alerts are documented and escalated if necessary
• Ensuring effective communication to customers about incidents and outages
• Identifying opportunities for process improvement and efficiency enhancements
• Participating 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
• Participating in reporting on monitored data and incidents on company infrastructure
• Implementing 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, cloud solutions (Azure, Google, Meraki, etc.), standards and trends
• Technical background with 3+ years’ experience in IT operations role delivering IT infrastructure support, monitoring systems (PRTG, Observium, LibreNMS, Zabbix) and incident management
• Technical knowledge of the Microsoft Stack, Windows networking, Active Directory, Exchange
• Previous experience in System Administration of Linux/Unix OS, ChromeOS or Windows, mobile/embedded systems
• Networking skills and certification in Cisco CCNA level or CompTIA Network+ would be an asset
• 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