What are the responsibilities and job description for the Monitoring Engineer position at On Technology Partners?
Level 1 Monitoring EngineerDepartment: IT Operations / Service DeskLocation: Remote (with occasional onsite visits as needed)Employment Type: Full-TimePosition SummaryThis is not a passive help desk job. As a Level 1 Monitoring Engineer, you are the first line of defense protecting our clients’ systems, uptime, and security. You will monitor live environments, troubleshoot issues in real time, and take ownership of resolving or escalating problems before they impact the business.This role requires a growth mindset, strong initiative, and the ability to stay focused while juggling multiple priorities. You must be someone who is energized by learning new technologies, enjoys figuring things out, and is not afraid of complexity. If you are the type of person who thrives on challenge, takes responsibility rather than waiting for direction, and wants to grow into higher-level engineering roles, you’ll excel here.Most work is remote, but you must also be willing and able to go onsite when needed for hands-on tasks.Key ResponsibilitiesProactive Monitoring & Problem SolvingActively monitor NinjaRMM alerts, hardware health, backup statuses, automation tasks, and security notifications.Analyze alerts to determine root cause—not just clear the queue.Take ownership of follow-up, ensuring issues are resolved and not repeated.Identify patterns and propose improvements to reduce recurring incidents.Microsoft 365 SupportProvide first-level troubleshooting for Outlook, Teams, OneDrive, and SharePoint.Work within the M365 admin center for account changes, resets, MFA assistance, and permissions issues.Investigate and resolve sync, access, and basic configuration problems.ThreatLocker EnforcementMonitor application blocks, elevations, and policy alerts.Approve or escalate application requests in alignment with least-privilege principles.Maintain a secure perimeter by understanding how applications should behave.Technical TroubleshootingDiagnose and resolve foundational issues, including:Windows 10/11 performance and errorsBasic network troubleshooting (DHCP, DNS, IP conflicts, Wi-Fi issues)VPN connectivityPrinter and peripheral issuesFollow structured troubleshooting steps and document clearly.Customer Communication & OwnershipCommunicate clearly and professionally through phone, email, and ticket notes.Drive tickets to completion—even when waiting on clients or other teams.Escalate when appropriate but maintain ownership until resolution.Provide a calm, confident, and patient presence for clients.Onsite Support (As Needed)Travel to client locations to support hardware installations, imaging, network troubleshooting, and peripheral issues.Represent the company and brand values professionally during onsite visits.Mindset & Behavioral ExpectationsWe are specifically looking for candidates who demonstrate:Growth MindsetSees challenges as learning opportunitiesEmbraces feedback and coachingContinuously improves skills through curiosity and practiceOwnership MentalityDoesn’t wait for direction when they can take initiativeFollows through until the work is completeTakes responsibility instead of passing blameResilience & AdaptabilityHandles pressure without shutting downComfortable juggling multiple tasks and shifting prioritiesResponds well to fast-paced environments and evolving situationsProblem-Solving OrientationEnjoys figuring out why things aren’t workingThinks logically and approaches issues methodicallyLooks for root causes, not surface-level fixesQualificationsRequired1–2 years of IT support experience or strong technical aptitudeWorking knowledge of Microsoft 365 supportComfort with basic networking (DNS, DHCP, routing basics, Wi-Fi troubleshooting)Familiarity with Windows 10/11 supportStrong communication skillsAbility to work independently in a remote settingAbility to travel onsite when neededPreferredExperience with NinjaRMM or ThreatLockerSecurity-first mindsetCertifications: A , Network , MS-900, or similarWhy This Role Is Worth the ChallengeYou will learn industry-leading security tools (Microsoft 365, ThreatLocker, NinjaRMM).You will work with senior engineers who support your development.You will gain skills that can lead into Level 2 tech, security analyst, or project engineer roles.You will be part of a team that values autonomy, growth, and responsibility—not micromanagement.