IT Support

Responsibilities:

• Proactive and reactive monitoring of the infrastructure devices and alert on performance trends that may adversely affect the service.
• Diagnose issues and take preventative steps to clear issues.
• Analyse events generated by systems, review/filter the alerts and determine/classify them for relevancy and urgency.
• Perform troubleshooting and incident response on the systems.
• Creates new trouble tickets for alerts that signal an incident and require Tier 2 / Incident Response review.
• Ticket creation, update, escalate and close incidents.
• Trigger Major Incident procedure when needed.
• Communicate with field engineers or third-party vendors responsible for resolution