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Mid LevelFull-timePythonRust
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Analyst to join our 24x7x365 Operations team responsible for monitoring, supporting, and maintaining enterprise infrastructure and applications. This role requires strong troubleshooting skills, operational discipline, and the ability to work in a time-sensitive, customer-facing environment.
Key Responsibilities
- →Provide first- and second-line operational support for infrastructure and systems in a 24x7 environment
- →Monitor infrastructure and applications using tools such as Nagios, OMD, PRTG, and cloud-based monitoring platforms
- →Perform Windows Server 2019 and Linux OS installation, administration, configuration, and troubleshooting
- →Manage Active Directory components including users, groups, policies, and profiles
- →Respond to incidents, alerts, and escalations in line with defined SLAs and operational procedures
- →Perform root cause analysis and provide clear incident updates to internal teams and customers
- →Support and troubleshoot network-related issues, including routing, switching, and firewall configurations
- →Work closely with internal teams, vendors, and stakeholders to resolve incidents and implement changes
- →Follow ITIL processes including Incident Management, Change Management, and Problem Management
- →Maintain accurate documentation, runbooks, and operational procedures
- →Participate in shift rotations, handovers, and on-call duties as required
Requirements
- ✓Good working knowledge of Windows Server 2019 and Linux OS administration
- ✓Proven experience in an IT operations or technical support role
- ✓Strong troubleshooting and analytical skills
- ✓Experience working in time-sensitive, customer-facing operational environments
- ✓Understanding of network fundamentals and exposure to BGP, OSPF, IP Multicast (PIM-SM, IGMP)
- ✓Familiarity with network monitoring and management tools (Nagios, PRTG, etc.)
- ✓Exposure to enterprise-level Data Centre architecture and infrastructure
- ✓Excellent verbal and written communication skills
- ✓Willingness to work 24x7x365 scheduled shifts
- ✓Knowledge or exposure to OpenVMS (preferred)
- ✓Experience with Nagios, OMD, or cloud-based monitoring solutions (preferred)
- ✓Linux scripting experience using Shell, Python, or Perl (preferred)
- ✓Familiarity with Microsoft Office Suite and Power BI (preferred)
- ✓Experience reviewing network documentation using Microsoft Visio (preferred)
- ✓Hands-on experience with enterprise network vendors: Cisco, Arista, Juniper (preferred)
- ✓Experience supporting load balancers (F5, Citrix) and firewalls (Palo Alto, Checkpoint, Cisco, Juniper) (preferred)
- ✓Formal network certifications such as CCNA/CCNP or equivalent experience (preferred)
