Responsibilities of the Monitoring Specialist include but not limited to:
- Be subject matter expert in Solar Winds
- Responding, resolving and troubleshooting 2nd level Support issues on all IT areas such as desktops/laptop, mobile access and devices.
- Resolve issues escalated by the 1st level support team
- Diagnose and rectify any problems with the Solar Winds platform and the installed modules (NPM, NTA, NCM, SAM, PM and WPM) and associated peripherals
- Maintain the Solar Winds platform, adding and removing nodes as necessary, add/adjust alerts triggers and dependencies
- Prepare relevant documentation to support, give input to the problem and knowledge processes based on daily work experience.
- If assigned to projects, work with project managers to ensure managed system changes/ tasks are completed to meet business requirements.
- Identify the opportunities to improve overall operational performance & saving costs.
- Adherence to MDIT, Group policies and compliance
- Willingness and flexibility to travel as per business needs.
- Be part of the 24/7 rotation scheme
- Create and update SOPs for L2 and L1
- Update and maintain documentation
Skills
- 3-5 years’ work experience in a similar position
- Self-Motivated with the ability to work independently and with high personal integrity
- Very strong customer service mindset
- Excellent English skills – both Oral and Written
- ITIL foundation certified preferred
- Scripting and/or programing skills preferred
- Able to maintain our Solar Winds platform and installed modules
- Mindset for monitoring, automation and self-service
- Experienced with root cause analysis in own area
Technologies to support:
- Working experience as Solar Winds platform administrator and the modules: NPM, NTA & NCM
- Working experience of these modules SAM, PM & WPM is an advantage
- Working experience with Cisco network devices
- Working experience with PowerShell scripts
- Working experience as a MS AD administrator is an advantage
- Good knowledge of Office Suite (Outlook, Lync, Word, Excel, PowerPoint)
- Good knowledge of Windows 7 OS and Windows server OS (from 2003 and up)
- Working experience in with the following technologies: MS Active Directory, Cisco Network, SCCM, Virtualization (HyperV and VMware), Office 365, Windows Server 2012 is an advantage.
- Knowledge of HP Servers
- Knowledge Service Now