Information Technology Operations Analyst

Job Overview:

Location:

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