Tier 2 Service Desk and Monitoring & Alert Technician

Employer: MSP company based in Canada

Work Setup: Remote

Working Schedule: Monday to Friday, 9AM-5:30PM Pacific Standard Time

Benefits:
13th Month Pay
HMO on top of the salary (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)

Client Overview

An MSP company located in Vancouver, Canada, that provides technology advisory, integrated with an implementation and delivery team, who can solve real business problems and enable businesses to grow. They embed themselves to understand their business, unique processes, and how they deliver value, then deliver projects and solutions that follow through on those promises.

Role Overview

The Monitoring and Alert Technician is responsible for the continuous monitoring of our clients IT infrastructure, ensuring the health, performance, and reliability of systems and applications. This role involves overseeing backup processes, managing Remote Monitoring and Management (RMM) tool alerts, and scrutinizing the ticketing system for potential issues related to servers, networking, and other critical components. The technician will also play a key role in configuring automation tools to streamline alert management and reduce noise.

Primary Duties and Responsibilities:
-Monitoring and Analysis: Regularly monitor dashboards for system backups, RMM tool alerts, and the ticketing system to detect and respond to potential issues in real-time.
-Alert Management: Analyze and prioritize alerts, categorize their severity, and resolve or escalate to relevant teams or personnel for further action.
-Backup Oversight: Ensure all scheduled backups are successfully completed and troubleshoot any backup failures.
-Automation and Configuration: Develop and configure automation scripts and tools to minimize false positives and irrelevant alerts, enhancing the efficiency of the monitoring process.
-Incident Response: Participate in the incident response process by providing timely and accurate information about detected issues.
-Documentation and Reporting: Maintain detailed records of monitoring activities and incidents, generating reports for the leadership team to support decision-making.
-System Health Checks: Conduct routine checks on the health and performance of client IT infrastructure to prevent potential outages or disruptions.
-Collaboration: Work closely with internal teams and clients to refine monitoring strategies and implement best practices for IT operations.
-Continuous Improvement: Stay informed about the latest trends in monitoring and alert methodology, recommending improvements to tools and processes.

Required Skills and Qualifications:
-Proven experience in IT monitoring and alert management, with a strong understanding of RMM tools, ticketing systems, and backup solutions.
-Experience in automating IT processes and workflows to reduce manual intervention and alert noise is an asset.
-Ability to analyze complex data and make informed decisions under pressure.
-Strong problem-solving skills and attention to detail.
-Excellent communication and collaboration abilities.
-Familiarity with network infrastructure and server management.
-A relevant IT certification (e.g., CompTIA Network+, CCNA) is an asset. Working Conditions:
-This position may require working in shifts, including nights and weekends, to provide 24/7 monitoring coverage.
-Occasional on-call availability for urgent incidents and support