1. Job Description & Title

The IT Infrastructure Support Specialist (Infrastructure Monitoring Analyst) will be responsible for providing first-level IT infrastructure event monitoring and event management in a 24 x 7 operations environment following standard operating procedures. The Monitoring Analyst is also responsible for comparing and correlating events from multiple sources, maintaining accurate incident records, and initiating appropriate actions to avoid or minimize loss of IT services. This position requires familiarity with enterprise network architecture and server/application processing technologies.

Responsibilities: 

• Accurately log, ticket, and own/escalate incidents resulting from infrastructure events. 

• Provide accurate, timely, and professional documentation on all supported issues. 

• Provide a high level of professionalism and customer service. 

• Follow up on all incidents in a timely and professional manner. 

• Quickly identify and escalate high-priority issues within established response times. 

• Accurately triage/assign/escalate tickets following standard operating procedures. 

• Efficiently and accurately resolve all assigned incidents. 

• Identify and document incident resolution and support knowledge base. 

• Complete all assigned duties in a timely and accurate manner. 

• Adhere to a defined working schedule. May be required to work alternate shifts or hours.

• Responsible for basic troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve.

• Must handle responsibilities by multi-tasking, working independently and with minimal direction. Must deliver objectives both individually and by interaction with others, therefore must demonstrate an understanding of organizational functions and departments.

• Manage vulnerabilities and patching the systems and applications.

• Linux and Windows user administration and server operations level 1 & 2.

Skill Sets:

Excellent analysis and troubleshooting skills. Windows Server monitoring with

Networking experience, baseline support experience, demonstrated customer

communication skills, and excellent interpersonal communications. 

Experience with Enterprise Systems Management tools.

Special knowledge and skills:

Scripting experience (shell, bash, powershell, vbscript)

Windows & Linux administration experience

Network experience, Cloud technologies experience.

Added advantage if they are certified in Rhcsa - Red Hat certified system administrator or RHCE & Windows MCSE, CCNA (Networks).