Explore more
Job Level
About the role
- Monitor and analyze network, systems, and services for performance issues, outages, and security concerns in real time.
- Respond to and troubleshoot incidents, escalating to senior engineers or other teams when necessary.
- Use diagnostic tools and established processes to investigate and resolve service disruptions.
- Collaborate with Network and Infrastructure Engineers to plan and implement proactive monitoring, automation, and performance optimization.
- Work directly with customers to support investigations, resolve issues, and provide timely updates.
- Contribute to the development and enhancement of operational processes, policies, and standards.
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
Requirements
- One or more years in an IT infrastructure, network operations, or technical support role.
- Demonstrated expertise in one or more of the following: network monitoring and troubleshooting, infrastructure operations, systems administration, or incident response.
- Strong understanding of networking fundamentals (TCP/IP, DNS, routing, switching, firewalls).
- Experience with network/system monitoring tools (e.g., SolarWinds, Nagios, Splunk, or similar).
- Excellent oral and written communication skills.
- Ability to work effectively and collaboratively in a high-performance team environment.
- Strong commitment to customer service and operational excellence.
- Experience working in diverse technical teams or client-facing environments.
- Ability to work in a fast-paced, 24x7 environment and adapt quickly to changing priorities.
- General network experience (e.g., Palo Alto, Cisco, Fortinet) Cisco ISE experience relating to operational reviews, troubleshooting of events and alerts, service performance and availability monitoring, portal management, device profile monitoring, and patch management.
Benefits
- Excellent customer service and ensure client satisfaction by meeting or exceeding expectations
- 24x7 on-call rotation to ensure continuous support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
network monitoringtroubleshootinginfrastructure operationssystems administrationincident responseTCP/IPDNSroutingswitchingfirewalls
Soft Skills
oral communicationwritten communicationcollaborationcustomer serviceoperational excellenceadaptabilityteamwork