Monitoring Technician

Job Title

Monitoring Technician

Stellenbosch

As a Monitoring Technician, your role will be pivotal in maintaining the seamless operation of our IT infrastructure through continuous monitoring and maintenance of systems, networks, and applications. You’ll collaborate closely with our IT operations team to proactively detect and resolve potential issues, aiming to minimize downtime and enhance performance. Your primary duties will involve logging, addressing, and overseeing alerts generated by monitoring systems.

Additionally, you’ll conduct initial investigations and provide first-level troubleshooting, as well as prioritize and escalate alerts when required.

• Perform initial troubleshooting of alerts and promptly address issues to minimize downtime and maintain continuous operation by applying basic product knowledge.
• Contribute to the investigation and diagnosing of issues to determine root cause by responding promptly to alerts.
• Utilize the ticketing system to log alerts generated by the monitoring systems and solve the ticket in accordance with the SLA.
• Monitor the health, performance, and availability of IT systems, networks, servers, and applications on a regular basis.
• Perform monthly first-line support post-patch installs to ensure system stability and reliability.
• Maintain accuracy in all tasks by employing a methodical and systematic approach to error-checking to consistently meet agreed-upon SLAs.
• Contribute to the smooth functioning of IT infrastructure by utilising intermediate technical knowledge to effectively support core operational services and following prescribed procedures.
• Demonstrate basic Windows Server administration skills and possess a working knowledge of RMM suites to facilitate proactive monitoring and management of IT systems.
• Verify technical information accuracy by cross-referencing multiple sources through the use of RMM suites on a daily basis.

• Document incidents, troubleshooting steps, and resolutions on the documentation software for future reference and knowledge sharing.
• Record and maintain documentation detailing the assignment of clients to respective Internet Service Providers (ISPs) within the documentation software for future reference.

• Collaborate with other IT teams and stakeholders to implement solutions and preventive measures for system improvements.
• Communicate effectively with cross-functional teams and non-technical stakeholders, providing updates and technical information as needed.
• Deliver communication and updates of ticket status to team members and clients as needed.

• Demonstrate a proactive approach to personal, technical, and career development.
• Maintain a professional demeanour in all interactions.
• Stay current with the latest technology trends, products, and solutions relevant to monitoring and IT operations.
• Ensure that efforts and contributions are aligned with the organization’s OKRs to enhance goal achievement and impact.

• Assist with optimising reporting accuracy and operational efficiency by making suggestions for novel approaches and techniques.
• Adapt to evolving situations by planning activities and tasks proactively and anticipating potential changes in circumstances.
• Enhance subject matter expertise by gathering comprehensive and accurate information from diverse sources to optimize monitoring operations and team performance.
• Contribute to the identification of inconsistencies needing further investigation by spotting contradictions in information to maintain data integrity in monitoring processes.
• Participate in the evaluation of the existing monitoring ecosystem continuously and provide direction on adjustments to better align with business needs.

• Contribute to the monitoring data analysis by dissecting components and identifying explicit connections, particularly when troubleshooting reporting discrepancies.
• Prepare monitoring reports on a weekly basis and request clarification from the team on ambiguous aspects or discrepancies.
• Contribute to…