IT Monitoring & Support Executive

IT Monitoring & Support Executive

Job Summary:

The IT Monitoring & Support Executive is responsible for ensuring the continuous monitoring

and support of IT systems, infrastructure, and applications. This role involves proactively

identifying and addressing technical issues, providing timely resolutions, and ensuring the

optimal performance and security of the organization’s IT environment. The ideal candidate will

have strong technical troubleshooting skills, experience in monitoring systems, and the ability

to provide excellent user support.

Key Responsibilities:

1. System Monitoring:

• Continuously monitor IT infrastructure (servers, network devices, applications) using

monitoring tools (e.g., Grafana, Zabbix, Elastic etc.).

• Track the health and performance of servers, network equipment, storage systems,

and other IT resources to ensure optimal functionality.

• Respond to alerts related to system performance, downtime, or errors and take

corrective actions promptly to minimize service disruption.

2. Incident & Problem Management:

• Provide first-line support for hardware, software, and network issues reported by users

or identified through monitoring systems.

• Log, track, and escalate unresolved incidents to relevant teams (e.g., network

engineers, system administrators, etc.).

• Perform root cause analysis of recurring issues and work with the relevant teams to

implement solutions to prevent future occurrences.

3. System Maintenance & Updates:

• Assist with regular system maintenance tasks, such as patch management, software

updates, and configuration changes.

• Ensure operating systems (Windows, Linux) and applications are up to date and fully

patched.

• Collaborate with other teams to plan and implement upgrades or modifications to IT

systems to improve reliability, security, or functionality.

4. Support Desk & User Support:

• Provide end-user support for IT-related issues, including troubleshooting hardware,

software, and network problems.

• Resolve tickets raised via the helpdesk or other communication channels, ensuring

high-quality, timely service.•

Communicate effectively with users to understand their issues, provide solutions, and

follow up to ensure user satisfaction.

5. Documentation & Reporting:

• Maintain detailed documentation for all support requests, system configurations,

monitoring metrics, and troubleshooting steps.

• Generate daily/weekly reports on system performance, incidents, and outages for

management review.

• Assist with the development and maintenance of IT policies and standard operating

procedures (SOPs) related to system monitoring and support.

6. Security Monitoring:

• Assist in monitoring security systems for potential vulnerabilities, unauthorized access

attempts, or any other security incidents.

• Collaborate with the IT security team to ensure that systems are secure, applying

patches and updates as necessary to mitigate vulnerabilities.

• Respond to security alerts in real-time, helping to investigate and mitigate potential

security threats.

7. Performance Optimization:

• Track and optimize the performance of servers, network devices, and applications,

ensuring resources are used efficiently.

• Proactively recommend or implement performance tuning, such as optimizing database

queries, improving network throughput, or adjusting system configurations.

8. Collaboration & Teamwork:

• Work closely with IT administrators, network engineers, and other teams to resolve

complex technical issues.

• Collaborate with IT leadership to plan for system enhancements, scalability, or new

technologies to improve the IT environment.

• Share knowledge and provide training to users and other IT staff on new systems, tools,

and best practices.

Required Skills and Qualifications:

1. Educational Background:

Bachelor’s degree in information technology, Computer Science, or a related field.

2. Experience:

• 2-6 years of experience in IT support, system monitoring, or helpdesk roles.

•Familiarity with network monitoring tools•Experience with server environments (Windows, Linux) and network infrastructure

(routers, switches, firewalls).

• Experience in troubleshooting hardware, software, and network-related issues.

3. Technical Skills:

• Monitoring Tools: Familiarity with industry-standard monitoring tools for servers,

network devices, and applications.

• Operating Systems: Solid knowledge of Windows Server, Linux (RHEL, CentOS,

Ubuntu), and Mac OS environments.

• Networking: Basic understanding of TCP/IP, DNS, DHCP, and network devices (routers,

switches, firewalls).

• Helpdesk Software: Experience using ticketing systems (e.g.Jira) to manage incidents

and service requests.

• Security Practices: Basic understanding of IT security principles and practices,

including vulnerability management and incident response.