We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
What does a day in the life of a Systems Monitoring Technician look like
- Monitor and maintain diverse customer environments consistently
- Commit to a full-time schedule of 40+ hours per week
- Maintain and update ticket backlog in accordance with internal policies
- Identify and resolve client issues during health checks
- Collaborate seamlessly with team members and across all company divisions
- Uphold a customer-first approach in all interactions
- Engage effectively with internal and external resources to troubleshoot and resolve issues, leveraging technical engineers, account teams, and project managers as needed
- Provide thorough and excellent technical support to clients as needed.
- Utilize performance monitoring tools, dashboards, and data trend analysis in a monitoring tool
- Employ customer service expertise to help manage tasks and organize large amounts of data to use for instrumentation into an enterprise monitoring solution
- Support day to day administration, maintenance, and management of monitoring tools
- Ensure monitoring products and integrations are functioning correctly and work with owners to modify as required
- Continuously analyze platform behavior and give recommendations for improvements based on facts to support all aspects of the day-to-day operations
- Participate in continuous improvement initiatives to enhance client service, efficiency and reliability
- Analyze logs, charts and metrics to find insightful information for incident or problem resolution
- Write and maintain up-to-date technical documentation related to the position
- Participate actively in incident and problem management
What are the required qualifications of a Systems Monitoring Technician
- Experience with remote monitoring & management platforms.
- Excellent communication/conversational skills
- Excellent organizational and time management skills
- Excellent troubleshooting skills
- Strong commitment to a customer-first approach
- Excellent communication skills for phone and email interactions
- Ability to work effectively within a team and across various company divisions
- Proven problem-solving skills and the ability to engage appropriate resources for issue resolution
- Experience in working with cloud infrastructures
- Experience with Microsoft Windows patch management
- Innovative thinker, able to identify problems and develop creative solutions
- Passion and drive for outstanding results
- Technical experience troubleshooting issues
- Experience with creating technical documentation
Nice-to-have qualifications:
- Experience with Solarwinds MSP, Velocloud Orchestrator, Fortimanager, LogicMonitor, PRTG, & Veeam
- Experience with gathering and organizing large amounts of data
- Experience with recommending baseline monitoring thresholds and performance monitoring KPIs and SLAs
- Ability to provide monitoring tool infrastructure recommendations
Ninja Perks and Benefits
- Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space (for onsite employees)
- Free lunch provided daily (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
