Monitoring Technician

Monitoring Technician

Stellenbosch

As a Monitoring Technician, your role will be pivotal in maintaining the seamless operation of our IT infrastructure through continuous monitoring and maintenance of systems, networks, and applications. You will collaborate closely with our IT operations team to proactively detect and resolve potential issues, aiming to minimize downtime and enhance performance. Your primary duties will involve logging, addressing, and overseeing alerts generated by monitoring systems, conducting initial investigations, providing first level troubleshooting, and prioritizing or escalating alerts when required.

Technical Support and Maintenance:

• Perform initial troubleshooting of alerts and promptly address issues to minimize downtime and maintain continuous operation by applying basic product knowledge.
• Contribute to the investigation and diagnosing of issues to determine root cause by responding promptly to alerts.
• Utilize the ticketing system to log alerts generated by the monitoring systems and solve the ticket in accordance with the SLA.
• Monitor the health, performance, and availability of IT systems, networks, servers, and applications on a regular basis.
• Perform monthly first line support post patch installs to ensure system stability and reliability.
• Maintain accuracy in all tasks by employing a methodical and systematic approach to error checking to consistently meet agreed upon SLAs.
• Contribute to the smooth functioning of IT infrastructure by utilising intermediate technical knowledge to effectively support core operational services and following prescribed procedures.
• Demonstrate basic Windows Server administration skills and possess a working knowledge of RMM suites to facilitate proactive monitoring and management of IT systems.
• Verify technical information accuracy by cross referencing multiple sources through the use of RMM suites on a daily basis.

• Document incidents, troubleshooting steps, and resolutions in the documentation software for future reference and knowledge sharing.
• Record and maintain documentation detailing the assignment of clients to respective Internet Service Providers (ISPs) within the documentation software for future reference.

• Collaborate with other IT teams and stakeholders to implement solutions and preventive measures for system improvements.
• Communicate effectively with cross functional teams and non technical stakeholders, providing updates and technical information as needed.
• Deliver communication and updates of ticket status to team members and clients as needed.

• Demonstrate a proactive approach to personal, technical, and career development.
• Maintain a professional demeanour in all interactions.
• Stay current with the latest technology trends, products, and solutions relevant to monitoring and IT operations.
• Ensure that efforts and contributions are aligned with the organization's OKRs to enhance goal achievement and impact.

• Assist with optimising reporting accuracy and operational efficiency by making suggestions for novel approaches and techniques.
• Adapt to evolving situations by planning activities and tasks proactively and anticipating potential changes in circumstances.
• Enhance subject matter expertise by gathering comprehensive and accurate information from diverse sources to optimise monitoring operations and team performance.
• Contribute to the identification of inconsistencies needing further investigation by spotting contradictions in information to maintain data integrity in monitoring processes.
• Participate in the evaluation of the existing monitoring ecosystem continuously and provide direction on adjustments to better align with business needs.

• Contribute to the monitoring data analysis by dissecting components and identifying explicit connections, particularly when troubleshooting reporting discrepancies.
• Prepare monitoring reports on a weekly basis and request clarification from the team on ambiguous aspects or discrepancies.
• Contribute to the development of effective solutions by formulating concise monitoring and deployment assessments that meet the immediate requirements of the task.

• 1 2 years of experience in an IT customer service environment.
• 1 year of experience working on a ticketing system and RMM suites.
• Basic knowledge of IT infrastructure components, including servers, networks, databases and cloud services.
• Basic knowledge and skills in backup products (advantageous).
• Basic knowledge and skills in Windows Server administration.
• Basic knowledge and skills in anti virus products (advantageous).
• Diploma in IT Engineering or equivalent.
• CompTIA A+ certification.
• CompTIA N+ certification.

• Microsoft Certification MCSA: Windows Server 2016.
• Microsoft Azure Fundamentals.

• First level troubleshooting - Ability to perform initial investigations and basic troubleshooting of system alerts to minimize downtime and ensure continuous operation.
• Monitoring and incident management - Proficient in monitoring the health, performance and availability of IT systems, networks, servers and applications, and logging alerts using ticketing systems in line with SLAs.
• Windows Server administration and RMM suite - Basic skills in Windows Server administration and working knowledge of Remote Monitoring and Management suites to proactively monitor and manage IT infrastructure.
• Patch management support - Experience in providing first line support post patch installations to ensure system stability and reliability, addressing potential issues proactively.
• Documentation and reporting - Skilled in documenting incidents, troubleshooting steps, maintaining accurate records in the documentation software, and preparing and analysing monitoring reports for operational improvements.

• Practical Intelligence
• Risk Management
• Goal Orientation
• Commercial Awareness
• Judgement
• Collaboration & Teamwork
• Tenacity
• Growth Mindset

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work like' environment at your home location to deliver your best in terms of performance and productivity.