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Popular service-desk role with metro location and broad tool requirements increases candidate competition.
Core IT support and monitoring skills are broadly transferable across industries.
Explicit 1–2 year requirement plus mandatory ITSM and endpoint/monitoring tool experience tightens screening.
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Provide Level 1 Service Desk and Monitoring support handling incidents, service requests, and alerts from multiple channels while meeting SLA targets.
Support 24x7 operations by proactive monitoring and managing incident resolution, deployments, releases, and service restoration.
Ensure accurate incident management including classification, tracking, escalation to higher tiers, and communication during major incidents.
Total work experience of 1-2 years in a related support role.
Any Stream Graduate degree required.
Familiarity with ITSM tools (preferably ServiceNow) and SLA-driven support environment.
Experience with monitoring tools (SolarWinds, Zabbix, Grafana, Splunk, Azure Monitor, or equivalent) and basic understanding of Azure/AWS, networking, servers, databases, and application monitoring.
Experienced in fast-paced, 24x7 rotational shift environments supporting critical infrastructure or cloud services.
Comfortable executing operational runbooks and handling incident escalation in an ITIL-compliant environment.
Adept at using endpoint management tools (Windows OS, Microsoft 365, Entra ID, VPN, Intune, SCCM) with focus on continuous improvement and automation adaptation.