ServiceDesk & Monitoring Engineer

Total Experience Expected: 01-02 years

Role Requirement

Provide Level 1 Service Desk and Monitoring support for internal and external customers. Resolve incidents service requests and alerts through phone email chat and monitoring tools while meeting SLA targets. Support 24x7 operations through proactive monitoring incident management deployments and service restoration.

Key Responsibilities

• Manage and resolve incidents service requests outages and monitoring alerts within SLAs
• Proactively monitor infrastructure applications cloud environments and business-critical services
• Execute runbooks recovery procedures deployments releases and rollback activities
• Ensure accurate incident classification prioritization tracking ownership and closure
• Escalate complex issues to L2/L3 teams with complete diagnostic information
• Support Major Incident Management and stakeholder communications when required
• Identify recurring issues and contribute to continuous service improvement
• Ensure compliance with ITIL security quality and audit requirements

Technical Skills

• Windows OS Microsoft 365 Entra ID (Azure AD) VPN Intune SCCM and endpoint management
• ITSM tools (ServiceNow preferred) with SLA-driven support experience
• Monitoring and observability tools such as SolarWinds Zabbix Grafana Splunk Azure Monitor or equivalent
• Basic understanding of Azure/AWS networking servers databases and application monitoring
• Familiarity with deployment release change and rollback processes

Core Competencies

• Customer-focused with strong communication analytical and troubleshooting skills
• Ownership accountability and attention to detail
• Ability to work in a fast-paced 24x7 rotational-shift environment
• Adaptability to automation GenAI AI tools operational runbooks and continuous improvement initiatives

Qualifications :

Any Stream Graduate

Additional Information :

At our organization we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Remote Work :

No

Employment Type :

Full-time