IT Monitoring Specialist
Newport, but will also consider candidates in London, Edinburgh or Manchester
Salary: £30,000 - £35,000
Shifts: 6am-2pm or 2pm-10pm
About the Role
We are seeking a detail-oriented IT Monitoring Specialist to join our dynamic service desk team. This role is integral to maintaining seamless IT operations by proactively monitoring system alerts and tickets, ensuring that critical incidents are swiftly escalated to the appropriate teams.
Following a structured training period, the successful candidate will also contribute to incident resolution, playing a key role in maintaining system efficiency and reliability.
Key Responsibilities
Monitoring & Escalation
*Continuously monitor IT alerts, system notifications, and automated tickets.
*Identify, assess, and escalate critical incidents that could impact business operations.
*Categorize and prioritize tickets based on predefined escalation protocols.
*Communicate promptly with relevant teams, providing comprehensive incident reports.
*Maintain clear and precise documentation of escalations and system events.
Incident Assistance & Resolution (Post-Training)
*Assist in resolving basic IT incidents under supervision.
*Conduct initial troubleshooting following standard operating procedures (SOPs).
*Collaborate with Level 2 and Level 3 support teams for efficient incident resolution.
*Identify and escalate recurring issues to enhance response strategies.
Collaboration & Continuous Improvement
*Work alongside IT support and operations teams to refine ticket handling processes.
*Support the analysis of system trends to improve proactive issue detection.
*Stay informed on best practices in IT monitoring and system management.
*Participate in training sessions to enhance incident resolution skills.
What We’re Looking For
Essential Skills & Experience
*At least 1 year of experience in an IT support, helpdesk, or monitoring role.
*Strong ability to triage and escalate tickets effectively.
*Familiarity with IT Service Management (ITSM) tools.
*Basic understanding of IT infrastructure, networking, and system administration.
*Keen attention to detail with the ability to identify and escalate critical system issues.
*Ability to thrive in a fast-paced, shift-based environment.
*Strong communication and problem-solving skills.
Desirable Skills
*IT certifications such as ITIL Foundation.
*Experience working in managed services or IT operations environments.
If you are a proactive individual with a passion for IT operations and system monitoring, we encourage you to apply and become part of our forward-thinking team!