Monitoring and Support Engineer

October 15

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Keywords Studios

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Art Services • Engineering • Audio Services • Functionality QA • Localization

10,000+

Description

• We are seeking an experienced Monitoring and Support Engineer to support the technology initiatives of the IT Infrastructure team at Keywords. • The Monitoring and Support Engineer will be responsible for follow-the-sun monitoring of IT infrastructure, prompt reaction on all infrastructure incident, primary resolution of infrastructure incidents and support requests. • Full scope of tasks including but not limited to: • Ensure that all incidents are handled within SLA’s. • Initial troubleshooting of Infrastructure incidents. • Ensure maximum network & service availability through proactive monitoring. • Ensure all the incident and alert tickets contain detailed technical information. • Participate in Problem management processes. • Ensure that all incidents and critical alerts are documented and escalated if necessary. • Ensure effective communication to customers about incidents and outages. • Identify opportunities for process improvement and efficiency enhancements. • Participate in documentation creation to reduce BAU support activities by ensuring that the Service Desks have adequate knowledge articles to close support tickets as level 1. • Participate in reporting on monitored data and incidents on company infrastructure. • Implement best practices and lessons learned from initiatives and projects to optimize future outcomes.

Requirements

• Bachelor's degree in a relevant technical field or equivalent experience. • Understanding of IT Infrastructure technologies, standards and trends. • Technical background with 3+ years’ experience in IT operations role delivering IT infrastructure support, monitoring and incident management. • Technical knowledge of the Microsoft Stack, Windows networking, Active Directory, Exchange • Technical knowledge of Network, Storage and Server equipment, virtualization and production setups • Exceptional communication and presentation skills, with the ability to articulate technical concepts to non-technical audiences. • Strong analytical and problem-solving skills. • Strong customer service orientation.

Benefits

• Great Place to Work certified for 4 consecutive years • Flexible work arrangement • Global exposure