Enterprise Monitoring Technician

About the Role

We are seeking an Enterprise Systems Monitoring Tech to join our team. The ideal candidate will have past incident management/help desk experience and great written and oral communication skills. We are looking for someone who is organized and has the ability to lead incident calls/bridges. Confidence with Linux as a user on the command line is a plus. Candidates will also need to identify network-related outages, so knowledge of networking is a strong plus.

Note: This position requires a work schedule of 11:00 PM - 7:00 AM CT (most likely Friday-Tuesday). New hires will work first shift (Monday-Friday) for at least the first two weeks for training purposes. Exact details will be discussed during the interview.

Key Responsibilities

• Monitor the day-to-day operation of large-scale computing infrastructure involving 300+ applications.
• Determine the cause of alarms and take appropriate actions, including logging alerts, creating service tickets, and notifying stakeholders.
• Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom).
• Act as a service incident lead for issues, including maintaining incident tickets, notifying executive leadership, and following up on resolution.
• Assist in triage and incident management with the collection and analysis of performance metrics.
• Assist development teams in deployment activities by executing change requests or tasks, maintaining SOX compliance.
• Compose and send notifications to management for incidents.
• Monitor and execute incident and change requests.
• Communicate effectively.

Requirements & Tech Stack

• Incident management
• Customer service
• Monitoring tools
• Linux (user on command line is a plus)
• Networking knowledge (strong plus)
• SolarWinds, Nagios
• WebEx, Zoom
• Windows and Linux operating systems (basic understanding)
• Ability to identify and relay information and symptoms detected by monitoring tools.
• Ability to read and follow detailed instructions or procedures.
• Effective communication skills.

Qualifications

• High School diploma or equivalent and 5 years additional experience OR Bachelors degree and minimum 1 year IT experience.
• Past experience with help desk or Incident management.
• Strong knowledge and understanding of networking.
• Must have resided in the US for the last 5 years.
• Must be able to work from the Eagan, MN location.

Preferred Qualifications

• Bachelors Degree in Computer Science or associated discipline.
• Familiarity working with enterprise monitoring products.
• Working knowledge of IT Service Desk model.
• Experience working in a large-scale IT environment.
• Experience in Critical Incident Management, including communication with various levels of executive management (i.e., VP) via phone or email.
• Demonstrable experience of career progression is highly desired.
• This role requires the consultant to gain a US Secret Clearance.
• To gain this clearance, the consultant must not have travelled outside the United States of America for a period of 6 months combined within the last two years.

Job Type & Location

• Contract position.
• Based out of Eagan, MN.
• Hybrid position in Eagan, MN.