Job Overview: We are looking for a full-time, remote IT Operations Analyst to join our Managed Service Provider (MSP) team. In this role, you will be responsible for providing 24/7 monitoring and management of client server, network, and security systems. You will act as the first line of defense in detecting, troubleshooting, and resolving issues that affect system performance and security. This position involves working with multiple technologies, addressing technical incidents, performing routine maintenance tasks, and ensuring that client environments remain secure, optimized, and compliant with industry standards. Location: Bengaluru, India (Remote) Schedule: Monday to Friday 40 hours per week Day Shift Night Shift Weekend Availability* Experience: Server: 2 years (Required) Monitoring: 2 years (Required) IT Support: 2 years (Required) Key Responsibilities: 1. Server Operations & Management: Monitor Server Health: Continuously monitor the health and performance of client servers, both physical and virtual, including CPU, memory, disk space, and network utilization. Patch Management: Manage and apply operating system and application patches in a timely manner to mitigate security vulnerabilities and ensure system stability. Troubleshooting: Quickly diagnose and resolve issues related to server functionality, performance degradation, or hardware failures. 2. Network Operations & Management: Network Monitoring: Monitor client networks, including routers, switches, firewalls, and VPNs, ensuring optimal performance and minimal downtime. Incident Response: Respond to network issues such as outages, slow performance, or security threats, applying appropriate mitigation strategies. 3. Security Operations & Incident Management: Security Monitoring: Use security tools (SIEM, IDS/IPS, endpoint security) to monitor security incidents such as malware, unauthorized access, or vulnerabilities. Incident Detection & Response: Identify, investigate, and respond to security incidents, following established protocols to mitigate risks and minimize impact. Patch & Vulnerability Management: Ensure timely security patching and remediation of vulnerabilities across client networks, servers, and endpoints. 4. Monitoring & Alert Management: Proactive Monitoring: Use monitoring tools to identify and address performance or security issues before they impact end users. Alert Management: Manage and triage alerts, ensuring critical issues are resolved swiftly while non-critical items are handled within acceptable timeframes. Escalation Procedures: Follow proper escalation procedures for incidents that cannot be resolved within the NOC/SOC team, ensuring issues are addressed by appropriate teams or management. 5. Documentation & Reporting: Incident Documentation: Accurately document all incidents, issues, and resolutions within the ticketing system for future reference and tracking. Client Reporting: Generate regular reports on system performance, security status, and incident resolution for clients, providing recommendations for improvements or optimizations. Knowledge Base Maintenance: Contribute to the knowledge base by documenting common issues, troubleshooting steps, and best practices to improve internal efficiency. 6. Service Continuity: Backup Monitoring: Ensure regular backups are being performed for client systems and that recovery procedures are tested and documented. 7. Client Collaboration & Support: Client Communication: Provide clear and timely updates to clients about system performance, incidents, and resolution status. Collaboration with Internal Teams: Work closely with other MSP teams (e.g., support, engineering, security) to resolve complex issues and implement client solutions. Proactive Recommendations: Suggest improvements to client systems and security posture, enhance performance, scalability, and protection. Qualifications, Education, Certification Requirements: Associate's Degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent professional experience. Relevant certifications such as: CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or Certified Information Systems Security Professional (CISSP) are a plus. Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are beneficial. Experience: 2+ years of experience in a SOC/NOC, systems administration, or IT support role, preferably in a managed service provider (MSP) environment. Experience with server management (Windows, Linux), network devices (firewalls, routers, switches), and security tools (SIEM, IDS/IPS, endpoint protection). Hands-on experience with cloud services (AWS, Azure) and virtual environments (VMware, Hyper-V) is a plus. Skills & Competencies: Technical Knowledge: Strong understanding of server management, network protocols (TCP/IP, DNS, DHCP), and security measures. Security Awareness: Familiarity with security threats, vulnerabilities, and mitigation strategies. Troubleshooting Skills: Ability to identify, analyze, and resolve complex technical issues quickly and effectively. Analytical & Detail-Oriented: Strong analytical skills with a focus on accuracy and attention to detail. Communication: Excellent communication skills, both verbal and written, to interact effectively with clients and internal teams. Customer Service Orientation: Strong client-facing skills, providing timely updates and ensuring high level of customer satisfaction. Time Management: Ability to handle multiple priorities and manage time efficiently in a fast-paced environment. Benefits: Paid sick time Paid time off Provident Fund Work from home Show more Show less
Job Overview: We are looking for a full-time, remote IT Operations Analyst to join our Managed Service Provider (MSP) team. In this role, you will be responsible for providing 24/7 monitoring and management of client server, network, and security systems. You will act as the first line of defense in detecting, troubleshooting, and resolving issues that affect system performance and security. This position involves working with multiple technologies, addressing technical incidents, performing routine maintenance tasks, and ensuring that client environments remain secure, optimized, and compliant with industry standards. Location: Bengaluru, India (Remote) Schedule: Monday to Friday 40 hours per week Day Shift Night Shift Weekend Availability* Experience: Server: 2 years (Required) Monitoring: 2 years (Required) IT Support: 2 years (Required) Key Responsibilities: 1. Server Operations & Management: Monitor Server Health: Continuously monitor the health and performance of client servers, both physical and virtual, including CPU, memory, disk space, and network utilization. Patch Management: Manage and apply operating system and application patches in a timely manner to mitigate security vulnerabilities and ensure system stability. Troubleshooting: Quickly diagnose and resolve issues related to server functionality, performance degradation, or hardware failures. 2. Network Operations & Management: Network Monitoring: Monitor client networks, including routers, switches, firewalls, and VPNs, ensuring optimal performance and minimal downtime. Incident Response: Respond to network issues such as outages, slow performance, or security threats, applying appropriate mitigation strategies. 3. Security Operations & Incident Management: Security Monitoring: Use security tools (SIEM, IDS/IPS, endpoint security) to monitor security incidents such as malware, unauthorized access, or vulnerabilities. Incident Detection & Response: Identify, investigate, and respond to security incidents, following established protocols to mitigate risks and minimize impact. Patch & Vulnerability Management: Ensure timely security patching and remediation of vulnerabilities across client networks, servers, and endpoints. 4. Monitoring & Alert Management: Proactive Monitoring: Use monitoring tools to identify and address performance or security issues before they impact end users. Alert Management: Manage and triage alerts, ensuring critical issues are resolved swiftly while non-critical items are handled within acceptable timeframes. Escalation Procedures: Follow proper escalation procedures for incidents that cannot be resolved within the NOC/SOC team, ensuring issues are addressed by appropriate teams or management. 5. Documentation & Reporting: Incident Documentation: Accurately document all incidents, issues, and resolutions within the ticketing system for future reference and tracking. Client Reporting: Generate regular reports on system performance, security status, and incident resolution for clients, providing recommendations for improvements or optimizations. Knowledge Base Maintenance: Contribute to the knowledge base by documenting common issues, troubleshooting steps, and best practices to improve internal efficiency. 6. Service Continuity: Backup Monitoring: Ensure regular backups are being performed for client systems and that recovery procedures are tested and documented. 7. Client Collaboration & Support: Client Communication: Provide clear and timely updates to clients about system performance, incidents, and resolution status. Collaboration with Internal Teams: Work closely with other MSP teams (e.g., support, engineering, security) to resolve complex issues and implement client solutions. Proactive Recommendations: Suggest improvements to client systems and security posture, enhance performance, scalability, and protection. Qualifications, Education, Certification Requirements: Associate's Degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent professional experience. Relevant certifications such as: CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or Certified Information Systems Security Professional (CISSP) are a plus. Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are beneficial. Experience: 2+ years of experience in a SOC/NOC, systems administration, or IT support role, preferably in a managed service provider (MSP) environment. Experience with server management (Windows, Linux), network devices (firewalls, routers, switches), and security tools (SIEM, IDS/IPS, endpoint protection). Hands-on experience with cloud services (AWS, Azure) and virtual environments (VMware, Hyper-V) is a plus. Skills & Competencies: Technical Knowledge: Strong understanding of server management, network protocols (TCP/IP, DNS, DHCP), and security measures. Security Awareness: Familiarity with security threats, vulnerabilities, and mitigation strategies. Troubleshooting Skills: Ability to identify, analyze, and resolve complex technical issues quickly and effectively. Analytical & Detail-Oriented: Strong analytical skills with a focus on accuracy and attention to detail. Communication: Excellent communication skills, both verbal and written, to interact effectively with clients and internal teams. Customer Service Orientation: Strong client-facing skills, providing timely updates and ensuring high level of customer satisfaction. Time Management: Ability to handle multiple priorities and manage time efficiently in a fast-paced environment. Benefits: Paid sick time Paid time off Provident Fund Work from home
Overview: IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service. Schedule 9am - 5pm EST Monday to Friday Fully remote Experience 2 years (minimum) in a technical support role Experience providing customer support Experience in 24x7x365 Managed Services preferred Experience using ITSM and Monitoring toolsets Qualifications, Education, and Training High school diploma required; college degree strongly preferred Microsoft Teams: 2 years (Required) Microsoft 365: 2 years (Required) Windows: 2 years (Required) Google IT Support Professional (Preferred) CompTIA A+, Network+, Security+ (Preferred) Microsoft MTA (Preferred) ITIL v4 Foundation (Preferred) Mac OS: 2 years (Preferred) Skills Highly analytical thinker and troubleshooter Detail oriented with excellent documentation and communication skills Self-motivated, passionate about technology, with the desire to learn new things Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS Foundational understanding of operating systems and servers, both physical and virtual. Experience working with active directory to perform basic tasks, such as user creation and password resets Responsibilities Triage tickets per specified severity levels Refer/ escalate customer issues to the appropriate level of support, as needed Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs) Perform account management services – User Account creates/disables/terminations/name changes, etc. Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs Distribute scheduled reports to customers as required Supporting end-users by diagnosing and resolving computer hardware, network, and application issues Assist with cross-training of other team members, as needed Perform other tasks as assigned by management Benefits: Paid sick time Paid time off Provident Fund Work from home Department: Managed Services
Overview The Managed Services System Administrator will work with a team of managed services administrators and engineers to deliver excellent support and management of our customers’ environment. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. Our managed services team focuses on providing the comprehensive expertise our customers need to manage and operate their infrastructure. This role will have broad exposure across a range of cloud, server, virtualization, and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter with a broad technical background, the ability to learn quickly, and exceptional customer service skills. Responsibilities System Operations: Document processes, procedures, and reporting to ensure our customer environments are operating efficiently and in line with best practices Participate in projects and customer onboardings Regularly upgrade server, virtualization, backup, and storage systems as needed Manage system infrastructure including, databases, testing computer equipment, firewalls, malware and other software and hardware Operations: Communicate clearly with customers both in writing and over the phone Execute change requests and address issues escalated from other technical teams Perform mid-level and advanced troubleshooting of issues across a wide range of technical platforms including Linux/Windows servers, network devices, hypervisors, and storage systems Respond to automated alerts performing troubleshooting and resolution of issues Use ticketing systems to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs Research technical issues, using internal and publicly available documentation Work with OEM and 3rd party support providers to resolve issues Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations Ability to work independently and proactively to identify and resolve issues without direct instruction Act as an escalation point during both business and non-business hours, as required Configure system backups and verify that backups have been completed Provide mentorship, guidance, and technical expertise to others Perform other tasks as assigned by management Qualifications Education and Training High school diploma required; college degree strongly preferred Relevant certifications strongly preferred: Azure Certified Fundamentals AWS Certified SysOps Administrator Microsoft MCSA Red Hat RHCSA ITIL 4 Foundation VCP Data Center Virtualization Experience 3-5 years in a technical field Experience providing customer support Experience in 24x7x365 Managed Services or SaaS organization Experience using ITSM and Monitoring tool sets Skills Highly analytical thinker and troubleshooter Detail oriented with excellent documentation and communication skills Self-motivated, passionate about technology, with the desire to learn new things Ability to administer online collaboration platforms such as M365 or G Suite Ability to administer and manage Cloud Solution Providers native solutions strongly preferred Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls preferred Ability to administer unified communications platforms preferred Ability to mentor and train others Ability to manage and track time independently Familiarity with centralized patching and RMM solutions ideal Strong knowledge of IT security principles
Job Overview: We are looking for a full-time, remote IT Operations Analyst to join our Managed Service Provider (MSP) team. In this role, you will be responsible for providing 24/7 monitoring and management of client server, network, and security systems. You will act as the first line of defense in detecting, troubleshooting, and resolving issues that affect system performance and security. This position involves working with multiple technologies, addressing technical incidents, performing routine maintenance tasks, and ensuring that client environments remain secure, optimized, and compliant with industry standards. Location: Bengaluru, India (Remote) Schedule: Monday to Friday 40 hours per week Day Shift Night Shift Weekend Availability* Experience: Server: 2 years (Required) Monitoring: 2 years (Required) IT Support: 2 years (Required) Key Responsibilities: 1. Server Operations & Management: Monitor Server Health: Continuously monitor the health and performance of client servers, both physical and virtual, including CPU, memory, disk space, and network utilization. Patch Management: Manage and apply operating system and application patches in a timely manner to mitigate security vulnerabilities and ensure system stability. Troubleshooting: Quickly diagnose and resolve issues related to server functionality, performance degradation, or hardware failures. 2. Network Operations & Management: Network Monitoring: Monitor client networks, including routers, switches, firewalls, and VPNs, ensuring optimal performance and minimal downtime. Incident Response: Respond to network issues such as outages, slow performance, or security threats, applying appropriate mitigation strategies. 3. Security Operations & Incident Management: Security Monitoring: Use security tools (SIEM, IDS/IPS, endpoint security) to monitor security incidents such as malware, unauthorized access, or vulnerabilities. Incident Detection & Response: Identify, investigate, and respond to security incidents, following established protocols to mitigate risks and minimize impact. Patch & Vulnerability Management: Ensure timely security patching and remediation of vulnerabilities across client networks, servers, and endpoints. 4. Monitoring & Alert Management: Proactive Monitoring: Use monitoring tools to identify and address performance or security issues before they impact end users. Alert Management: Manage and triage alerts, ensuring critical issues are resolved swiftly while non-critical items are handled within acceptable timeframes. Escalation Procedures: Follow proper escalation procedures for incidents that cannot be resolved within the NOC/SOC team, ensuring issues are addressed by appropriate teams or management. 5. Documentation & Reporting: Incident Documentation: Accurately document all incidents, issues, and resolutions within the ticketing system for future reference and tracking. Client Reporting: Generate regular reports on system performance, security status, and incident resolution for clients, providing recommendations for improvements or optimizations. Knowledge Base Maintenance: Contribute to the knowledge base by documenting common issues, troubleshooting steps, and best practices to improve internal efficiency. 6. Service Continuity: Backup Monitoring: Ensure regular backups are being performed for client systems and that recovery procedures are tested and documented. 7. Client Collaboration & Support: Client Communication: Provide clear and timely updates to clients about system performance, incidents, and resolution status. Collaboration with Internal Teams: Work closely with other MSP teams (e.g., support, engineering, security) to resolve complex issues and implement client solutions. Proactive Recommendations: Suggest improvements to client systems and security posture, enhance performance, scalability, and protection. Qualifications, Education, Certification Requirements: Associate's Degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent professional experience. Relevant certifications such as: CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Associate (MCSA), or Certified Information Systems Security Professional (CISSP) are a plus. Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are beneficial. Experience: 2+ years of experience in a SOC/NOC, systems administration, or IT support role, preferably in a managed service provider (MSP) environment. Experience with server management (Windows, Linux), network devices (firewalls, routers, switches), and security tools (SIEM, IDS/IPS, endpoint protection). Hands-on experience with cloud services (AWS, Azure) and virtual environments (VMware, Hyper-V) is a plus. Skills & Competencies: Technical Knowledge: Strong understanding of server management, network protocols (TCP/IP, DNS, DHCP), and security measures. Security Awareness: Familiarity with security threats, vulnerabilities, and mitigation strategies. Troubleshooting Skills: Ability to identify, analyze, and resolve complex technical issues quickly and effectively. Analytical & Detail-Oriented: Strong analytical skills with a focus on accuracy and attention to detail. Communication: Excellent communication skills, both verbal and written, to interact effectively with clients and internal teams. Customer Service Orientation: Strong client-facing skills, providing timely updates and ensuring high level of customer satisfaction. Time Management: Ability to handle multiple priorities and manage time efficiently in a fast-paced environment. Benefits: Paid sick time Paid time off Provident Fund Work from home