- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
- Recognize, identify and prioritize incidents in accordance with business requirements, organizational policies and operational impact
- Collect and review performance reports for various systems, and report trends of different counters (e.g. Server, Application, Network, etc.) to assist senior technical personnel to predict future issues or outages
- Monitor a wide variety of information and network systems that include, but are not limited to IT circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
- Document all actions in accordance with standard company policies and procedures
- Notify third-party service providers of issues, outages and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles
- Perform basic systems testing and operational tasks (network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 5 environment operational environments with high up-time requirements. Varied shift schedules may include day, evening or overnight hours
- DevOps CI/CD pipelines management

Required Qualifications:

- Bachelor’s Degree in Computer Science, Engineering or equivalent
- At least 3 years of experience supporting an enterprise network
- Knowledge and hands on experience in Windows and Linux Servers
- Intermediate Linux (Red Hat, CentOS) CLI experience
- Experience using Microsoft Windows 2012 R2 in a medium environment
- Familiar with DevOps tools e.g. Jenkins, GitLab, Docker, etc
- Experience using IT Support tools
- Natural aptitude for dealing with people
- Excellent verbal, written, and interpersonal skills
- Ability to quickly assess and address problems, escalating as necessary
- Strong analytical and reasoning skills
- Detail oriented and capable of working on multiple problems simultaneously
- Must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends
- Excellent English communication skills, both written and spoken