As our Monitoring Engineer you will be part of the Service Desk team, and preliminary responsible for addressing any automated alerts relating to the health of customer and internal environments.
Title: Monitoring Engineer (24/7)
Location: Home Based (with occasional requirement to travel to SysGroup office for company briefs of other events)
Reporting to: Operations Manager
The Proactive Monitoring and Business Continuity Team is part of the overall Service Desk team, and is preliminary responsible for addressing any automated alerts relating to the health of customer and internal environments, to maintain uptime and proactively address any issues before there is any impact. These areas are broadly split between proactive alerts (storage, compute, connectivity), Business Continuity (backups, replication, DR), and outage management (network devices going offline or servers down).
Alerts are raised in the form of automated tickets, generated via API calls from the group Remote Monitoring & Management (RMM) platform, and remediation measures will be carried out directly by the engineers, including any customer communications that are required (change requests, general updates etc.)
In the event of an outage level event, the Monitoring Engineers are responsible for instigating the SysGroup Major Incident Process to provide set updates to clients and internal stakeholders alike, and liaise with the 3rd Line Service Desk engineers and external provides where required, to restore service.
For the 24/7 position, the engineer would work a recurring four day “on-shift” period, followed by a four day “rest period”. There are two shift periods consisting of day shifts (0700-1900) and night shifts (1900-0700), both with a one hour break.
Skills & Experience
The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team. Proven experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous)
Experience with RMM or other monitoring platforms (Solarwinds, Zabbix, Kaseya, Comodo)
IT Service Management Processes
Network Storage Management (Nimble, NetApp, Compellent)
Backup Technology (Veeam, Quest Rapid Recovery)
Firewall Management (e.g. WatchGuards, Sonicwall, Fortinet)
VMware (e.g. vCenter)
While not spefically required for the Monitoring Role, experience in the following areas is desirable
Office 365 Administration
Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations