Monitoring and Service Desk Specialist

VSOL provides top-notch services while strictly adhering to international standards. We remain in the public eye as experts in “the next big technologies”. VSOL will provide you with a creative environment with an emphasis on B2B services, where you will have the opportunity to foster your abilities and learn about various technologies to advance your career.

Key Responsibilities (70%)

Proactive Monitoring and Incident Detection
Utilize monitoring tools (e.g., Splunk, SolarWinds, Dynatrace) to track application, server, and infrastructure health.
Respond to system alerts and perform initial diagnostics to identify potential issues before they impact operations.
Document and escalate critical incidents to appropriate support teams (Level 2/3) for resolution.

Service Desk Operations

Act as the first point of contact for client-reported issues, ensuring accurate logging of incidents and service requests in the ITSM tool (e.g., ServiceNow, Jira).
Perform initial triage and troubleshooting to resolve common issues or determine escalation requirements.
Communicate with clients to provide updates, timelines, and resolution progress for open tickets.
Collaboration and Escalation Management
Work closely with internal support teams, including application support, infrastructure teams, and service delivery managers, to coordinate incident resolution.
Facilitate seamless handoffs between monitoring, service desk, and escalation teams by providing detailed incident documentation.
Ensure escalations are handled within SLA timelines and maintain open communication with stakeholders throughout the resolution process.

Knowledge Management and Training

Develop and maintain troubleshooting guides, standard operating procedures (SOPs), and FAQs to improve service desk efficiency.
Contribute to the knowledge base for service desk and monitoring operations to support new team members and improve first-call resolution rates.
Continuous Improvement
Identify trends in monitoring alerts and service desk tickets to recommend process and workflow improvements.
Support the automation of routine tasks and monitoring alerts to enhance operational efficiency.
Participate in team meetings to share insights, lessons learned, and opportunities for improvement.

And not limited to (30%)

Complying and contributing to IT policies, standards, Standard Operating Procedures (SOPs) and guidelines.
Acting as a team player with other internal departments/teams, on technical views, to offer and convince requester to follow best practices designing and continue improvement solutions.
Self-studying and proposing valuable training courses (soft and hard skill) and technology trending to Management team.
Volunteering to conduct internal training, working with sharing knowledge spirit and providing mentorship to junior support engineers.
Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture

Required Knowledge, Skills, and Abilities (KSA)

Knowledge:

Monitoring Tools: Strong understanding of tools (e.g., Splunk, Nagios, Dynatrace, SolarWinds), or similar platforms for infrastructure and application monitoring.
ITIL Practices: Familiarity with Incident, Problem, and Event Management as outlined in ITIL frameworks.
ITSM Tools: Knowledge of ticketing and service desk platforms (e.g., ServiceNow, Jira ServiceDesk, BMC, TOPdesk, ZenDesk…).
Application and Infrastructure Basics: Basic understanding of application architecture, databases, networks, and servers.
Cloud computing: Understanding of (e.g., AWS, Azure, GCP) platforms are a plus.
Customer Service: Awareness of best practices for effective communication and customer interaction.

Skills:

Troubleshooting: Strong diagnostic skills to resolve or escalate technical issues effectively.
Communication: Excellent verbal and written communication skills for client updates and documentation.
Collaboration: Ability to work effectively with cross-functional teams, including escalation teams and service delivery managers.
Multitasking: Strong organizational skills to manage multiple tickets, alerts, and priorities simultaneously.
Documentation: Skilled in creating detailed, clear, and accurate knowledge base articles and incident reports.

Abilities:

Attention to Detail: Ability to monitor multiple systems and quickly identify anomalies.
Problem Solving: Proactive approach to diagnosing and resolving issues with minimal guidance.
Customer Focus: Maintain a client-centric approach in all interactions and communications.
Adaptability: Ability to adapt to evolving tools, processes, and business requirements.
Process Adherence: Follow established procedures and contribute to their improvement when necessary.
Team player and independence: Ability to work in a team and with minimal supervision, a fast-paced, 24/7 operational environment, with a flexible mindset for shift-based work.

Educational Qualifications and Experience

Must have: Int’l certified or hand-on >= 2 years’ experience in a Network Operations Centre (NOC), IT operations, infrastructure monitoring or a similar role, preferably within
Nice to have/Preferred: Relevant certifications (e.g., ITIL, CompTIA Network+, CCNA…)

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Monitoring and Service Desk Specialist

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