Go to job search

IT Support Engineer

Qualient Technology Solutions UK Limited, Kilsby, Northamptonshire

IT Support Engineer

Salary not available. View on company website.

Qualient Technology Solutions UK Limited, Kilsby, Northamptonshire

  • Full time
  • Permanent
  • Onsite working

Posted 3 days ago, 18 Dec | Get your application in today.

Closing date: Closing date not specified

job Ref: 5721f9e83c0d4456a7953bb1ef73e32e

Full Job Description

  • System Monitoring
  • Monitor IT systems, networks, and applications to ensure their availability, performance, and security.
  • Utilize monitoring tools and software to observe system metrics and indicators in Real Time.
  • Identify and report any anomalies, incidents, or potential issues promptly.
    • Incident Management
  • Respond to alerts and incidents according to established procedures.
  • Perform initial troubleshooting and diagnostics to determine the root cause of issues.
  • Escalate incidents to higher-level support teams when necessary.
  • Document incidents, actions taken, and resolutions in the incident management system.
    • Communication and Collaboration
  • Communicate effectively with other IT teams, providing detailed information about incidents and status updates.
  • Collaborate with colleagues to ensure incidents are resolved efficiently and effectively.
  • Provide regular updates to stakeholders about the status of ongoing incidents and system performance.
    • Reporting and Documentation
  • Generate and review regular reports on system performance, incidents, and monitoring activities.
  • Maintain accurate and up-to-date documentation of systems, processes, and incident responses.
  • Identify and suggest improvements to monitoring processes and tools.
    • Compliance and Security
  • Adhere to company policies, procedures, and regulatory requirements.
  • Ensure that all monitoring activities comply with security standards and best practices.
  • Report any security breaches or vulnerabilities immediately.

    Must Have: ManageEngine software, p1/p2 Incidents, Change management, Incident Management and Problem Management
    • The Monitoring Resource is a crucial position responsible for the initial response and monitoring of IT systems, networks, and applications. This role ensures the continuous and smooth operation of IT infrastructures, promptly identifying and addressing any incidents or anomalies. Based in the United Kingdom, the L1 Monitoring Resource works in a dynamic environment that requires excellent communication skills, a keen eye for detail, and the ability to work effectively under pressure., Bachelor's degree in information technology, Computer Science, or a related field is preferred.
  • Previous 2-3 year of experience in a similar monitoring or IT support role is advantageous.
  • May have travel to Customer location (Rugby & Whetstone UK) during P1/P2 incidents.
  • Good understanding of ITIL & related processes.
  • Strong Change management, Incident Management and Problem Management processes.
  • IT Certifications: ITIL4, CCNA or MCSA will be an advantage.
    • Skills and Competencies
  • Strong understanding of IT systems, Networks, and applications.
  • Proficiency with monitoring tools and software like ManageEngine.
  • Configure/assist for adding log sources. Alarms of the accessible devices and interfaces alarms monitoring and assigning ticket to respective team.
  • Monitor whether logs are receiving or not ie device down
  • Monitoring and reporting infrastructure, identifying any need for preventive or remedial maintenance such as fine-tuning and capacity planning.
  • Triaging of Alarms and critical Alerts to create Priority 1, 2, & 3 incidents tickets.
  • Incident/Problem Tickets to be assigned to L2 & L3 team for diagnose and resolution.
  • Strong communication and interpersonal skills.
  • Ability to work effectively under pressure and in a fast-paced environment.
  • Participate in monthly/periodic review with the Client team to share the update, discuss process improvement and address concerns if any.
  • Attention to detail and a proactive approach to problem-solving.
  • Knowledge on AD authentication,Radius authentication.
  • Knowledge on Windows, Linux and Firewalls, Antivirus tools.
  • Knowledge on Vulnerability scan and management.