IT Support/Infrastructure Analyst - Monitoring Tools

Description :

- Experience Level : 4 - 7 Years

- Skills : Monitoring tools, Backup tools, Patching experience, Linux and Windows admin experience, Power shell scripting.

Key Responsibilities :

- Provide Tier 1 and Tier 2 technical support for end-user and server-related issues.

- Monitor infrastructure alerts and escalate as needed based on severity and SLA.

- Perform initial triage and resolution of common issues (e.g., login problems, connectivity, basic server errors).

Infrastructure Operations :

- Support backup operations : monitor job status, troubleshoot failures, and ensure compliance with retention policies.

- Maintain asset inventory and configuration documentation.

Documentation & Reporting :

- Create and maintain technical documentation, SOPs, and knowledge base articles.

- Track and report on recurring issues, patch compliance, and backup success rates.

- Assist in budget tracking and cost reporting for infrastructure-related expenses.

Process Improvement & Collaboration :

- Collaborate with onshore teams to align on priorities and handoff Procedures.

- Participate in regular syncs with onshore support and infrastructure leads.

Qualifications :

- Bachelors degree in Computer Science, Information Technology, or related field.

- 3+ years of experience in IT operations.

- Familiarity with monitoring tools (e.g., SolarWinds, Nagios), backup solutions (e.g., Veeam,

Commvault, Rubrik), and patching tools (e.g., SCCM, WSUS, Azure Update Manager).

- Strong written communication skills for documentation and reporting.

- Experience with ticketing systems (e.g., ServiceNow, Jira).

- Basic understanding of budgeting and cost tracking in IT environments.