Service Desk

Monitoring Engineer (24/7)

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.

Job Description

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

Position Description

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.

Key Responsibilities

  • To fully manage any outage level alerts, ensuring issues are qualified and customers are contacted within 15 minutes of alert generation, and the internal major incident processes are activated and adhered to.
  • To manage other alert tickets, ensuring issues are prioritised in terms of age and severity.
  • Liaise with 3rd party providers (e.g. connectivity providers) and vendors (e.g. Microsoft, Cisco or other partners) as part of issue resolution (including warranty claims for hardware failures)
  • To identify any optimisation for the automated alerting criteria, to reduce “false positives”
  • To proactively analyse trends with alerting via ticket review or report generation, to assist with capacity planning for clients or recurring issues that need focus.
  • Provide internal support to the SysGroup Sales Team (Business Development Managers) where auditing information is required relating to a particular customer.
  • To respond to incoming customer telephone calls and support tickets, during periods where the group Service Desk is unavailable (i.e. weekend and overnight periods).

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)

  • Familiarity in identifying alerts, navigating the systems, generating reports, and using the ‘remote control’ functionality to access devices.

IT Service Management Processes

  • Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analysis (RCA) and incident management, experience using a Ticket Systems to log and manage issues.

Network Storage Management (Nimble, NetApp, Compellent)

  • Familiarity with navigating various SANs, reclaiming space, and allocating more storage

Backup Technology (Veeam, Quest Rapid Recovery)

  • Experience in creating backup schedules, performing restores, diagnosing and resolving backup failures.

Firewall Management (e.g. WatchGuards, Sonicwall, Fortinet)

  • Basic understanding of networking, firmware upgrades, creating port numbers/destination addresses, NAT rules, HTTP/S webblockers, Site-to-site VPN creation (Phases one and two).

Router Configerations

  • Setting up PPPoE, firmware upgrades, basic understanding of ADSL, Lease Lines and MPLS (and the differences between them), general operational knowledge (e.g. knowing the differences between bridge and router mode).

VMware (e.g. vCenter)

  • Adding resources (e.g. RAM), force restarting servers, powering servers on/off, version upgrades (as part of ‘full stack’ upgrades)


While not spefically required for the Monitoring Role, experience in the following areas is desirable

Office 365 Administration

  • Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribustion groups, understanding of licencing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions).

SharePoint Administration

  • Creating SharePoint sites , changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive) .

MS SQL

  • General administration and tasks typically associated with DBA duties (local backups, integrity checks, diagnosing errors, upgrades etc.)

Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations

  • CompTIA
  • Azure, Microsoft / Office 365
  • AWS
  • Cisco
  • WatchGuard



Interested? Apply now!

Please send your CV and a covering letter to our People & Culture team

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